default to public versus private
when responding to request via email how do we set privacy to public versus private?
[ForYourInformation -24] Delegate backup approver
Hello folks, We are delighted to inform everyone that much and long-awaited feature to assign backup approver is released in the latest service pack 11005. Backup approver can be configured from the Home tab, By default, the backup approver value is auto-chosen with the approver's "reporting to" user. You can still choose a different user to assign as the backup approver. You have a checkbox that provides an option to move Pending approvals
New ticket creation: Task Comments
We sometimes have technicians commenting on a Task via email and not through the Task interface. This creates a new ticket with the comments intended for the Task. The technician will receive a new ticket notification but is there a notification that can specifically mention the invalid Task comment placement. I want to highlight that a) replying to the Task via email is not correct and b) notify the technician to recreate the comment within the Task. - I tried business rules but there's a lack
Cannot Login To Application (v9.5) After Domain Controller Decommission
Hi All, We decommissioned our DCs in 2 sites, when launch SD+ it tries to authenticate against one of the DCs however fails because it doesn't exist. I changed the IP in our MYSQL database (SDActiveDirectoryInfo table) to reflect that of a new DC however
Separate site with distinct users, Service Catelog, etc.
I am trying to setup an isolated section for our SDP implementation. The idea is I would have a few specific users that can enter tickets using only a few templates, that only specific technicians see. These would be users external to our organization.
Asset Explorer - 'State changed from In Store to Disposed' by the System. Anyone knows how to reverse this?
Asset Explorer 'State changed from In Store to Disposed' by the System. Does anyone knows how to reverse this? When I try to move the individual items back to In Store or In Use, the system moves it right back to the Disposed state over and over and over
Need Query report on User's List
Need Query report on User's List with below details. User id user name(Display Name) User type(User or Technician) department Email ID
Blank Page when trying to access Admin
Hi, I am running build 12000. I want to migrate my ServiceDesk Plus instance to a new server. I have followed the instructions to migrate to a new server. I have successfully restored from the backup and I am able to login succesfully and can see Requests
run backupDataOld.bat silently when integrated with Endpoint Central
Hi, We have SDP v13 and integrated with Endpoint Central. I want to create task schedule in windows for run backupDataOld.bat as daily. But when I run this file, get this alert: The backup will not continue until we click on Yes. What should I do to skip
Monthly trend reports by category (graph) and Request Summary reports
I've been using Service Desk Plus (on-prem) for a long time and I can run some basic reports based on Time Spent, SLA, and Request Summary, etc.. I'm looking for additional reports that will provide me more insight into our tickets. I tried playing
Require Worklog before change Technician
Hi all, is there a way to require a Worklog before transfering a ticket to another technician? I would like that before the HelpDesk agents transfer a ticket to another group or techinician, they register a Worklog stating why the ticket is being tranfered.
[SDF-87697] How to create a report from Service Templates and Business Rules
HI Friends I need to create report from Service Templates to find out that which business rules are related to which templates. in fact, I need to find out that which templates has been set as criteria in Business rules. I found this tables: requesttemplate_list
How do I generate a Report to know How many Service Categories & Service Templates are present in SDP?
How do I generate a Report to know How many Service Categories & Service Templates are present in SDP service catelog?
Ticket escalation to another site
Our business has a number sub-businesses which we have setup as sites. Most problems get fixed in the home site, but sometimes we need to escalate certain requests to HQ site. How does a technician escalate a ticket to a site they are not a member of?
How to Link Change Management Templates to specific categories?
I.e., how do I limit the categories in various change templates? If I wanted lets say, application x to only go to the applications template, but NO other categories, how could this be limited? Thanks tons, -JCG
Mail Server Settings
We have Service Desk up and running , incoming email was working fine and suddenly today we receive below error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using
Changing to new Helpdesk Server
Currently we are migrating the ServiceDesk Plus to a new server. I have created the backup from old server, and want to import to the new server. But it asks for password. Have tried the default sdp@123 but it is not working. Is there any other default
[SOLVED] SD-70781 - Email attachments when emailing ServiceDesk
Hi, It has come to my attention that when we email the ServiceDesk and attach an email to the original email, it does not appear as an attachment in the SR that is created. Instead, it puts the entire body of the attached email into the actual SR which
Query to get back tickets in a specific status for longer then 3 days...
I have tried all of the suggestions and solutions from years ago, but they don't work. Most of the queries from Version 11 no longer work in version 13. PG and 13010 I am trying to create a new query that returns all of the tickets in the status "Awaiting
Version 14 - Font upload looks disabled?
Hi, Installed latest version 14 on dev server. When I add the font 'Lucida Fax' ttf file I get the red disabled icon - why?
[SDF-79659] Dark mode
Hi, Can we please get a dark mode?
Permission to Technician change "Impact" and "Urgency"
Hi all, I would like to block some thecnician from change Impact, Urgency and SLA on tickets. We use the Priority Matrix, but if the techician change the Impact, the Proprity change too. Is there a way or role to do this? (and only for some technician).
[SOLVED] All line spaces are doubled when replying to a ticket
When we click 'Reply', it seems that there are extra line spaces added between every line. Build 13009 There's similar threads on this from ages ago, so it seems that it still hasn't been fixed. 15 years ago - https://pitstop.manageengine.com/portal/en/community/topic/line-spacing-on-reply-to-requester
Planning Upgrade to SDP 14
Hi All, I'm planning to upgradre our current SDP instalation from Built 12007 to 1400, but we have integrated SDP with Analytics build 5070 and Desktop Central 10.1.2137.11. I want to know if SDP build 14000 is compatible with those or if I will need
showing Hex code of Others Category name
hi friends, I have changed the name of the "Others" category in the service catalog by query in the database for Arabic Language. in some places, the name does not show correctly and the Hex code of characters will be shown. how can I fix this issue
Generate engineer login hours only from yesterday to today
Hi, I would like to generate login hours report but only per today or from yesterday to today, not per month. I have try to modify the query AND ( acs.OPENTIME IS NULL OR acs.OPENTIME > < from_yesterday > - < to_today > ) but the generated report still
421 4.4.2 Message submission rate for this client has exceeded the configured limit
Hi I thought this error was gone after we updated to latest version - but it is not: 421 4.4.2 Message submission rate for this client has exceeded the configured limit Confirmed with sysadmins that configured limit is - unlimited. What else can I c
Enable customer to screen record issue as part of logging ticket
We've just had a savvy user screen record the issue they are having with an application and attached it to the ticket when they were logging it up through the portal. Are there any plans on the roadmap to provide this as a function from within Servicedesk
Closing one ticket automatically opens a new one
We are trying to establish a process where a request comes in and when the ticket is closed it automatically opens a new ticket with a specific template and transfers over some key fields if possible. Our initial ticket will be a simple overview with
Relationship Report
I would like to create a report to find all items associated to a specific user. We are creating an asset type called Information Asset, which is a database of users who have access to company websites and i need a way to create a report showing who is
How to add notification to an email address once a specific category request open.
How to add notification to an email address once a specific category request open.
Approver Comments
Is there a way to have the approver comments show up in the conversation or the notes to bring attention to them for the technician?
Service catalog - move a service to another category
Hello my instance: SDP 8.0 build 8012 & MySQL Currently, I am testing the service catalog feature in SD+ I set up several services underneath my categories and realized, that I defined a service in the wrong category. How can I move the service to the correct category, without having to delete it an redefine it in the correct category. Thanks in advance for any help best regards, Marc
How to update subject automatically with Recommended Template feature?
So we have started using the recommend template action when a requester uses the wrong template, the problem we're having is that the subject line/title is not updating to the recommended templates subject line/title...so while it's nice that reporting
Custom Status Question
Greetings, I am testing Service Desk Plus the on Premise free version to see if it is something we would like to pay for. I am trying to setup a status so that when a request is in that status it sends out an email to the user daily for 2 days then switches
[SDF-30425] Can you please have the devs add an 'Add Image' button to workflow templates
I know you are currently working on and testing on adding the 'add image' button to notifications - but can you also add it in change management workflows (and everywhere else you use this control)?
Is there a way to have reminders show for everyone?
looking for a way to either show all techs the reminders that are put on tickets or a way to have the reminders added to a calendar
Email CC notification
Hi, We have an issue related to the email notification. When a user send an email to the servicedesk and this email includes several people in the CC's list, when you will close or complete the ticket all these user will be notified I noticed that in the Notification rules there is the option to disable the notification for the user in CC but If a disabled it, when a user open the ticket from the portal and put another user in the field "id e-mail to notify" this user will be not notified about the
How do you setup your release management?
Hi Manage Engine SDP users, Can you share with me how you're using Change/Release Management module? I find it particularly challenging because I can't tell at a point in time, who needs to take action and move the ticket along. In JIRA or mostly any
[SOLVED] CSR with subject alternative name.....ho to create?
Good morning im testing a trial of Manageengine ServiceDesk and i created the csr to obtain the certificate. All is ok but the certificate request does not include SUBJECT ALTERNATIVE NAME so Chrome warns users about certificate error. My question is: how to create a CSR with this setting?
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