$UpdatedProperties variable not working
When We try to send an email notification to some users using custom tigers, the $UpdatedProperties variable does not add details to sending the email.
Is there a way I can force the technician to be selected before a reply can be sent for a ticket?
When we receive tickets, sometimes we hit reply and forget to assign it first. Is there a way that I can mandate the selection of a technician before a reply can be sent without using tech auto assign?
Shared Tasks
Hi, It would be great if you can add the features of shared tasks - especially for the project module. There are many situations where a task of a project is sharing with multiple technicians (e.g. installation, configuration). For now, we have to create
Include Workload calculation in holiday / non-operation hours
Hi I like the Resource Management, but the workload does not include working hours in non-operation hours: 1) Please consider add a "toggle" button or exception list so that working hours in non-operation hours can be included into the calculation of
PULL DATA FROM MANAGE ENGINE TO CONNECTWISE
Hi, We would like to pull data from purchasing invoice to our connectwise. is there a solution for this? I tried to use zapier however it only support ticket rqst. We want to sync our new PO system finance costing etc. to connectwise but manageengine
Asset Ownership Assignment Date History
Hi, I need to generate a report of all asset ownership assignment date history report. Our Service Desk Plus Version is 11.2 Build 11203
Report - Does Service Desk manage the quantities ?
Hello all, I am wondering if Service Desk Plus 13 manage the quantities for the dashboard's graphics. I would like to have the stats by quantity and not by number of case. For information the qty is a numeric additional field added. For the reject, instead
IT analytics in 90 seconds: Curb ticket costs with effective ticket assignment
It's no secret that a service desk is often considered IT's biggest cost center. Curb help desk costs by streamlining ticket assignments using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today
Change - how to auto assign a Group of Approvers based on Risk Rating and How to ensure next Stage is only when all approvers approve?
I have created a change workflow, which is based on Risk Rating, if the risk rating is Medium, the workflow flow adds an Approval Level- I want to make it so that once the Approval Level is actioned, that the workflow automatically generates an email
Report containing all instance technicians linked to their roles
Dear team, I'm recently working on some technician's management items and need to find all my technicians' (+/- 100) roles. Is there a way I can simply extract a list of these individuals linking them to their roles? This would be much needed for a system
SDP - Remote Control Error
After changing credentials in the drop down to an admin account, our techs are getting the error, when they try to remote control using Endpoint Central Remote Control.: User does not have permission to access Remote Control. Shouldn't changing the
Technician Roles and Permissions/Privileges
I had an inquiry from our leadership as to who (technicians) can view what data in our Service Desk system, and I scoured the forums and can't find a query provided that matches our current database. The HelpDeskCrew table is gone in this version, so
Technician X Role (Report)
Hello! We need a report that show all Roles assigned to each Technician in SDP. That is a simple report: Column 1: Technician User Column 2: Role Assigned With this report we can make a SOX audit in SDP. This is a very important report based in best practices and should be implemented in SDP in a future release. For now, could you please provide to us a query report? Thanks in advance and Best Regards!
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
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