Major issue in detecting Workstations Motherboard model
Hi Friend, We have a BIG problem with ServiceDesk that can not detect motherboard model while we already have this information in desktop central! how can we fix this issue our SDP version 13011 our database MSSQLServer
Asset Colum unique
Is it possible to set a colum in SDP Asset to unique.
SQL Query for technician audit trail
SD+ version 11.3 Build 11311 I am looking here (but can't find anything related) on SQL Queries based on tracking technician activities. Is there any existing SQL query I can use to know who have done what and where (like changing request status, input
SSL exception error when execute custom function
Hi Team, I'm getting error, when try to execute custom function. Please support on this issue. Custom function details in below link: https://pitstop.manageengine.com/portal/en/kb/articles/deluge-script-to-achieve-first-response-sla Error image:
Migrate to a new server
Hello We've tried to migrate the program to a new server following the instructions below: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-migrate-servicedesk-plus-from-one-server-to-another When we try to restore the backup in the new instance,
[API] How to add a conversation through the V3 API?
I'm looking to add conversations, with or without the request_reply type using the V3 API, but there's no documentation available on how to do that. I can add notes, using POST /v3/requests/{id}/notes but I'm looking to add a conversation,
How can a User directly login to the SDP just by accessing the URL?
How can a user directly login to the SDP just by accessing the URL instead of entering the login credentials or by clicking on SAML. The request is, how can we allow a user directly enter the SDP just by accessing the URL? Please let me know how can we
How to import desktop, laptop or tablet in servicedesk plus
Dear All Pls help me. I have imported data desktop and laptop but i don't know why data of laptop transfers Desktop's CI. All data is in desktop's CI
Combining Software with Multiple License Keys
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). We have many pieces of software that are individual licenses, but that we have many copies of. Is there a way to have the software show up as one item and then have all the license keys under that piece of software? I have attached a PDF to show an example of the multiple pieces of software.
Campos obligatorios en tickets cancelados
¿Existe alguna forma de agregar campos obligatorios cuando se cancelan los tickets? ¿Por ejemplo, la resolución o registros de trabajo? Actualmente cuando quiero cancelar un ticket no me pide ningún campo obligatorio hasta que lo paso a "cerrado". El
ManageEngine named a Challenger in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms
Dear customers, We are excited to announce that ManageEngine has been recognized as a Challenger in the latest Gartner® Magic Quadrant™ for ITSM Platforms. This is the third year in a row we have been positioned in the annual research by Gartner.
[SDF-44999] Watch/subscribe a request
We found quite useful to allow specific users (mostly requestors, as technicians can already do it) to access other requesters' requests. This should be user based and not dependent on department or site. As example, I do not want my department or site
Logs
Where can I add the logs?
Masterclass 2022, Season 2 - Episode 4: Integrate ServiceDesk Plus with Microsoft 365 (November 17)
Hey there, The fourth episode of the Masterclass 2022 series is fast approaching! In this episode, we'll learn how organizations can bring their enterprise service desks into their digital workspaces by integrating with the Microsoft ecosystem. We'll
How to create a service request using a business rule
I am trying to automate a request that we receive via email. Currently when a request is automatically created via email, our service desk manually converts it to a service request using a specific template. After the conversion, they fill in several of the fields and then trigger the tasks defined in the service request workflow. Since the sender and subject are fixed, it is easy to create a business rule to detect it, but how can I convert it to a service request? I tried to assign it to an incident template
[SDF-85378] How do I handle CC requests by email?
HI, Here is my scenario - I have business rules setup to look at the CC address as well as the TO: address. So when an email comes in to two different email addresses (one is a CC address) - let say they send an email to HR and also CC the CLAIMS departments. It creates two requests, one for HR and one for CLAIMS departments. Problem is - the HR department has no idea that the CLAIMS department is also working the same request!! How can I configure this so that they both know about the request so
Upgrade Failling
Hi I am trying to upgrade from version 9400 to the latest build but it keeps failing below are my logs. Jul 8, 2021 6:36:29 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Jul 8, 2021 6:36:29 PM [com.adventnet.tools.update.installer.UpdateManager]
Creating Project Milestones from Requests
We often have requests that result in project and we would like the ability to create a project or a milestone from a request. Is there a way to create a project or milestone from a request. We can associate the request with the project, but this
Trying to create an onboarding document based on request input?
Hi, So we have a request template where a manager would fill out various values, such as name, phone number, location, company and so on. Once that is done, i would like to be able to trigger a function that would generate a PDF or XLSM file with the
Help with service desk plus Version 8.0.0
Hi Manage Engine Team. Could you help me with an error to send mails from Servicedesk Plus Version 8.0.0 - Build 8026 through Outlook service, I attached below the application configuration. We keep using basic authentication: The incoming mails work
No data available to generate the report
I am evaluating Service Desk, hence running a trial version. I cannot generate any reports. I get the message "No data available to generate the report" each time, regardless of which report I pick. There is data in the system; I can see details via Dashboard, etc. This was working but we extended our trial license and it hasn't worked since? Is there anything I can do to get it working again.
ServiceDesk Plus, Projects ListView, add Vendor column to search and list projects by vendors
It would be nice in the main Projects ListView to have a Vendors column so you could search projects by vendor(s) associated with the project. When talking to the vendor, would give the ability to quickly list all their associated projects, then ask for
CreateJiraTicket.py script
Hi! I want to create trigger action with custom script to create Jira ticket Could you please send me CreateJiraTicket.py file? Like in this article https://help.servicedeskplus.com/executing_script_in_business_rule
[SDF-35793] How to Un-Merge the Requests once merged?
Is it possible to Un-Merge the Requests once Merged?
My Approvals widget missing in Self Service Portal
Hi, I have the "My Approvals" widget setup on my self service portal settings but when the users log in, the area of the screen is blank. I have added screenshots in edit mode and when a user is logged in for reference. I did search the knowledge base
My Dashboard missing in version 14?
HI Is 'My Dashboard' missing in version 14? Version 13: Version 14: Allot of my technicians rely on 'MY DASHBOARD'. They use it all day every day. This is bad for us.
remove options category - how
Hello, I need to remove categories without one of them. Using $CS.removeOptions("CATEGORY",["cat1", "cat2", "cat3" etc.]) i need to specify all of categories to remove. Is there any negative function to remove options except cat2 for example?
License for distributed scan
Hi I want to setup a distributed scanning architecture (an SDP as a central and two Asset explorer in scanning mode) and now I wonder if it needs both service desk plus and Asset explorer license or only SDP license is enough?
Webrdp and websockets not working with Nginx Reverse Proxy
Hi, It seems like i am having some issues getting WebRDP and Websockets to work in general. I am using Nginx reverse proxy and i do not get notifications, chats do not work correctly most of the time and worst of all. WebRDP does not work at all. it
Things that has been moved or removed?
Hi, I have some issues with the new update. The auto update every 3 min. Where is that function to day? If I want to assign a request fast by ticking it of to another technician if comes with than error. "The following request to not be assigned". Why
Change field background color
Hello, I wonder if there is a way to change the background color of a field when it is completed For example, a field indicating "useful" but not mandatory information is by default with a red background that becomes white when it is filled in. Kind regards
Resolved tickets are not getting closed
Hi I have a problem that the resolved tickets are not getting closed even I set the rule for it to close after 3 days
Export , then import tickets into newer version of SDP
Hi, We are trying to update from our current build 11100 to 11200 but our upgrades keep failing with a corrupted database. We were wondering if its possible to export the tickets we have, the uninstall and reinstall the latest version of SDP, and then
Jira cloud integration
Hi, Has anyone successfully integrated Jira Cloud into an on-prem ServiceDesk Plus? I'm a littled puzzled as to what to write in the server name field. /Rasmus
change menu point
hello people, first of all thank you very much for wanting to help me, i hope there is a way i can customize the menu in servicedesk plus with my own items, e.g. the url to plesk admin or something similar.
Project Management Request - KanBan
I like the project management module. It is very basic, but has value. I would like to request the ability to see projects in a more SCRUM friendly format. Being able to organize tasks on a board (KanBan) similar to how Jira does it would be fant
Advanced Search
Did a recent update get rid of the advanced search function? I used this feature pretty extensively to find requests that fit specific criteria without having to go pull a report. Since we updated to 14000 I have not been able to find the advanced search.
Default Asset Selected for Users
When most of our users generate a new request their workstation is automatically included in the Asset field, but some of our users have their monitor or docking station automatically added instead of their workstation. Can anyone explain to me why this
10MB Attachment size restriction in ServiceDesk
Is there a way to increase the total attachment file size to something above 10MB? Currently it states "Click "Browse" to select a file. You can attach any number of files for a total of 10 MB" Thanks Gary
Closing by reply
Dear ManageEngine support team, Is it possible to close a ticket by replying to the email we received after submitting a request? Let’s say the subject will contain the key word in addition to the hashtag ##ticket number##. Mail details can fill the
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