[SD-105434] Scheduled report maximum recipients
Hello After the last update I noticed I could not add recipients to one of my scheduled reports. Prior to the update, the report had approximately eight recipients, now I can't have more than five or so. If the maximum length of the To field cannot be
User ID replacement
Greetings. Perhaps you can ask to provide an example of a query in the database to replace the user ID I need to change the owner of all requests that were previously created by a user with id 102 to a user with id 120 So that a user with id 120 can see
How to hide category options in specific templates
Hello, I'm currently re-configuring my company's ServiceDesk Plus and we have an issue where our Help Desk is being shared between 2 companies. We'd like to differentiate categories from them so we only display what is relevant to us. So I'm creating
Assigning a team and categorising multiple requests
Hi all, Our company have an ongoing requirement to be able to select multiple requests (30+) and assign a team, as well as a category and sub-category. The only way I can see to do this at present it one by one, which is extremely time consuming and not
How to export users?
We are working to set up some new features in our environment and have come to the realization that our list of users is extremely bloated. Before going in and deleting all the invalid accounts, we would like to be able to get an export of the current
Licensing Error after restore
I had to restore from a backup file from my database crashing. I installed the same version of 11309 with the option for Standard Free w/5 technicians which was what we were running prior to the crash. Now when we login, we are getting the following license
Unable to reset SDP administrator password
Hi, I'm using On-Premises version of SDP and EPC on evaluation mode and planning to apply for a license by end of this month. I have configured it with PostGreSQL DB. I have followed the procedure as in How to reset administrator password in ServiceDesk
[SD-107351] Notification bell / Replay ticket
Hi, I have upgrade Service desk plus to 14.1 Build 14102 and now: 1. notification bell is not woking, when someone replay to ta ticket. 2. when you replay someone from SD, you cannot add attachment. I have found the last one... I have to scroll down...
How to migrate SDP from Window Server to Linux
Hi Team, We want to migrate the SDP (SQL server) from Window Server 2016 to Linux Ubuntu Server. So 1. Can we just migrate the application to Linux, but the database still running on SQL server (no need to migrate to PostgreSQL as we have some view/ script
New Requests sent by email with similar subjects are getting appended to closed requests
Current Version: 13.0 Build 13004 Over the last couple of months we've noticed an issue with requests that are emailed using email templates to create new requests. For instance, our HR Department sends and email when employees are hired / terminated.
Technician cant see any ticket of other group
Technician is not part of group but wants to see the tickets/requests of that particular group? is it possible? I tried share request options but it only a notification not listed in my view. Also I tried with Site but its showing all requests in technician
Notification of the manager of the specialist
Specialists have the ability to change the status of a task to "suspended" or any other. We want to set up a notification, if a specialist repeatedly changes the status of the application to "suspended", a notification is sent to his manager (attribute
Preventive Maintenance now Maintenance - OK but there are major changes
Moved from 13001 to 14006 - I am not understanding why PM schedules were auto changed from monthly to yearly just because of the change to a maintenance module? Also, why can I not change them if I am not in the same time zone as the server? This also
about the purchase
Hello, How can I do the transaction I think about the purchasing module? - I created a template with the name of a new purchase form in the service category. - Is it possible for the person who wants to make a request to create help with this template,
track the number of changes dueby date on a task
We want to know how many times dueby date has been set for the task. Can this be reported?
Can we use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template.
Hi Team, Can I use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template. We have some description in HTML form but as I look at the WorkOrder table, it removed all HTML tag. Can I use FULLDESCRIPTION for Technician Notifications
[SDF-81212] Mark red envelope as read with Button (or script) ?
Hello again, we are still struggeling with marking the envelopes as read. At the time we are using the workaround i got from other users: Sending an answer Email to an extra trash mailaddress. REALLY MANAGE ENGINE? This feature is with all other ticket
Scanning thin client
Hi We are using some thin client (WYSE terminal) and I wonder if there's any way to scan and retrieve hardware settings like i do on the regular workstations.. I tried wth current version (5009) and it failed.. Thanks!
Ability to View and Re-Enable Resigned Users/Technicians
It seems that currently in order to re-enable users/technicians who have been deleted and put into the Resigned state, we are required to contact customer support. It would be nice to be able to view the user/technician accounts who are in this state
Notify users who are in CC exception
Hi, We have enabled the "Notify users who are in CC by email when a new request is created" to Email. However, we would now like to have an exception to this rule. If the request comes e.g. from certain email address (or with certain subject), SDP should
Notifications subject after Upgrade to SDP v14
Hello, I just realize that after upgrade to SDP v14, all my notifications subject starts with the following text "##RE-$id##". Example: ##RE-10317##MORANGO - Ha sido generado el Caso # 10317 This is the my tech notifications config: The issue appears
add label on email response
Hello, We had SupportCenter+ and could assign a label with color to some email. is there a way to do the same on ServiceDesk + ? Thank you best regards
On Behalf Of option for Technicians
I saw a post from 2014 where someone was asking for an On Behalf of Option for the Technician. This is especially helpful for phone calls where you want to know who took the call and entered the request at a glance rather than digging through the History. Looking for interest in this topic to get it on the development table. Anyone else in favor of On Behalf Of option for the Technician? Thank you. Cheryl Ankrom Jennmar Corporation
Multiple Instances of ServiceDesk Plus
I currently have 2 instances of ServiceDesk Plus running on 2 separate VMs. I am just about to upgrade both to v14 and wondered if it is possible to run both instances on a single server. Is there any documentation to support a config like this? Thanks
Automatically closing requests after a period of inactivity.
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark. :D
How many times the status was set on the application.
Technical specialists can change the status of the application, sometimes put "suspended", then change to "open", then again to "suspended". We want to get information on how many times this or that status of an application was affixed during the life
Can we change the Service SLA based on Field Values in Service Request
Dear Friends, I have a Question: Can we change the Service SLA based on Field Values in Service Request? Scenario: for Example- I have a Service Category "Business Application" and i that category i have a service named " Account Creation". while defining this service, i have defined a SLA ( for Example- 4 Hours). I have also a additional field in this service called "Module" which is a picklist containing different modules of business application say - Collection, Sales, CRM Etc.
can we have Subcategory under service category and then in subcategory we have Field
can we have Subcategory under service category and then in subcategory we have Field
Request: Sending to more than one approver
Unexpected behaviour when attempting to send to more than one approver in the recommendation email. If we try to add more than one email to the recommendation email, only the first email will receive the notification and appear under the Approvals tab. Techs will then need to add each approver separately. This was not the behaviour in 9335 vs. 9405. Is this expected or an issue?
Delete service category's
Hi, We installed a new instance of ServiceDesk Plus (version 14.1 build 14101) and we run into a similar issue as the thread below. https://pitstop.manageengine.com/portal/en/community/topic/how-to-delete-service-category ServiceDesk is setup with the
How to Add a Button below the "Description" field to download a File?
How to Add a Button below the "Description" field to download a File? I have added a button through "Page Scripts" as shown below but How can I let the Users to download a File once they click on the button?
Monthly Category Based Ticket Report
Hello, I created a monthly Category Based Report and scheduled it to repeat every month. In the incoming report, only the current week's report comes. As a template; I am using reports by All Requests / Requests by Category. In the Edit and Filter options
About Add/Update Resolution
Hi, When we try to Add/Update resolution via API we get 'HTTP ERROR 500' response. We use the URL below for API. https://localhost:8080/api/v3/requests/100000002?PORTALID=301&TECHNICIAN_KEY=31D4D223-EA92-470F-A0DF-6BC8E8C1F038&input_data={"resolution":{"content":"testWotech"}}
[SDF-97666] Send Auto-email notification 1 week prior to Change Implementation date
Dears, We want to trigger an auto-email notification for our relevant stakeholders, 1 week and 1 day prior to the Change implementation. Curious to know, if someone has achieved above in ServiceDesk Plus On-Premise. Cheers,
Changing the default search selections
Hi, After upgrading to SDP 9317, we have found that the search field in the Requests module automatically searches for a ticket ID number, previously this field would accept any text or numeric string and display matching results. I have not been able to find anything in the admin settings that would allow me to revert to using the "Default Search" selection. Currently we have to change this manually before searching and it is becoming a problems with a high volume of searches every day. Is it possible
Service Desk/postgres to PBI
I have one question, has anyone solved the connection of onpremise postgres service desk to Microsoft Power BI? I got into the database, but I don't see any useful data in it that I could display, I would like to display dashboards of individual users
[SD-107304] Emails in CC when you Reply All
Hello, I have ran into an issue when you add some people in CC on an answer and then someone else wants to Reply All into yours, and they disappear. I'll attach some picture to describe more what I mean. As you can see in picture one (1), from my external
Upgrade issue from 10000 to 10500 build
Upgrade is failing from 10000 to 10500 build. Changed timezone troublshooting step but still upgrade fails.
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Onhold Status Change
I've had a request for the ability to change a request status to "CLOSED" after being placed on hold for a certain period of time. Right now all I see is the option to move the ticket back to Open. Is there any way to add another status beside tha
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