How do I grant another technician access to the ESM Directory?
I can't seem to find the location where I add a user to be able to administer the main ESM directory? Can someone help?
Expanding what is considered an 'update' for Last Updated Time metric
Is there any plan to expand the changes that would be considered an update to the Last Updated Time field? Another post mentions: "The last update time will be updated based on Request edit, Reply to requester, Adding/ Editing of notes or Merging of Requests." We would benefit from work log entries and emails sent/received in the ticket (to anyone, not just the Requester) also being considered an update.
Integration between SDP and Wrike
Hi, I was wondering if anybody managed to integrate SDP with Wrike or knows if that even is possible?
How to move from purchased Desktop Central integration to ServiceDesk supported Desktop Central
Hi, I think I understand that the native Service Desk plus relies on an install of Desktop Central for agent services? We have been using integration with a paid for Desktop Central for a time and have now moved away from Desktop Central, with only an
[SDF-99682] EWS Deprecation and Microsoft Graph
As we're switching over our email authentication method to OAuth form basic, it was noticed that only EWS is documented in SDPs set up guides. Members of our IT department have expressed that they would like to know if Service Desk Plus plans on supporting
Report that shows amount of time from creation to close.
Good day, Reports are being asked for that need to show Work order ID, technician, site, subject, date open, and date closed. Specifically, though, I'm being asked for: A list of the last 20 tickets that were closed within 24 hours. A list of the last
Technician Reports
Hi There, We are using Service Desk Plus 13.0 We are trying to generate a report which shows all of our technicians. We need to know when they were added as a technician, when they last logged in, their email address and their reporting manager. Any
How to lock Subject field
Afternoon, We are creating many templates within the application and I need a way of locking the "Subject" field so that when requesters are logging a request they CAN NOT edit the subject field. Can you please advise how I can achieve this.
Stuck using v1 API to add a reply to a ticket
For our org, sometimes we will put a ticket on hold while we look into a fully reply/resolution to their query. We will send the requester a brief reply along the lines of "Thanks for the information, we're looking into this and will reply asap". Sometimes
Changing DB server not working
I changed DB server through these steps shutdown SDP changedbserver start sdp but when i try the check nothing happens on MSSQL although the database was created but to activity is happening. as if the data is still storing on postgre
CC e-mail addresses are not added to e-mail id(s) to notify field
Hello I just noticed if a ticket is created with mail to ticket, the CC e-mail addresses are not added to the E-Mail id(s) To Notify field. Was this not different in the past? How can I fix this? Thank you very much.
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's)
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's) I have Used the Below Script i am Getting Output as But Approver are Inserted. but it shows Success. Kindly help. Please contact
Query Report: Violated SLA Requests violated by technician
Hi, I need to report from Requests that SLA is breach by technician name and mobile. Like this: technician Mobile violated requests ids John Doe +13322554499 106,125,130 Sara McLin +15588997744 100 Jack Been +17744558899 170,161,101,152 What should I
Chats not seeing agent online
Dear Community, Im doing testing and trial for servicedesk plus, installed in our premised and behind NGINX http reverse proxy. For portal access we dont have problem, but for chats i cannot see agent who is online and send messages. Is there any specific
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
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