Chat Integration - Cisco Jabber
HI, Doubt this will happen - but I'll take a shot. We use Cisco Jabber chat and I see that SDP has some new chat integrations coming, slack, telegram. Any chance of Jabber integration? Chat Enhancements Integration with other chat tools, such as Telegram,
ServiceDesk Plus - Mobile App Questions
Hi, I have a couple of questions about the mobile app. Is there any way we can add our own branding to the app? Is there an easy way to track requests logged via the mobile app? We would want to report on the app's usage across the business etc... Are
Survey report
Hi, Survey report is always at 87% Why?
Business rule is not working after editing fields
We have created business rule for group auto assign based on a field ( Say A) selected by the user. But when user edit the field A later group is not changing. it is suppose to change as per the criterion. Kindly assist
How to recover a deleted Request id?
Hello, if we delete the request id, how can we recover it?
ServiceDesk+ integration with AD Manager
I have ServiceDesk+ integrated with AD Manager. I have the custom action setup to populate the fields from the request template to the appropriate fields in AD Manager. However, on AD Manager, I have multiple Templates per Department depending on the
can not assign task to a group of tehnician
Hi everybody I created a group of technicians "infrastructure group" and added 5 technician to that group. after that I created a service catalog and added some tasks in this catalog for one task of them, i do not want to assign task to a specific technician
how to get the requester's additional fields value in template's field rule script?
Hi team, My requester now have an additional field and I can see that it has a 'API Field Name'. I'm wondering if I can get the requester's additional field's value in the Form Rules by scripts?
Requester field in Service Requests + Azure Integration
Hi Team, We've enabled the automatic approval process for adding users to a shared mailbox and have set it up to go to the manager of requester which is working correctly, however some users are submitting the request on behalf of another user which then
Can a Service Catalog Request have conditional Tasks based on field values?
I am designing a Request in the Service Catalog (SDP 9106) for new hire accounts. Based on the responses selected for various fields, I would like to create or enable specific Tasks for different groups. For instance, I want to include a Task for the Security Team to create an Active Directory account, only if the question "Create AD Account?" is answered Yes. Likewise, if the user needs a cell phone, I would include a Task for the Telecomm Team to provision a phone. We have a lot of conditional
Task ID + Task Title + Work Log Report
Hello, I have made a report under New Custom Report and then select TimeSpent module. It can show Account, Time Spent, Time Spent Technician … etc but I cannot find Task ID, Title in the field list. Also, I have created a few worklog additional field
Reassignment of ticket after specific period
I have a scenario to be added: When a ticket is assigned to specific technician and there is no action for specific period (in my case for 2 days) it should be reassigned to different technician. Sla and business rules are not working as it cannot be
Reporting on Template change
We are looking for a MSSQL report which reports on how many times the Default Template is change to another template name. For example, on the 9th of May we received 10 tickets via email which used the default template to log the ticket. The technician
Users Sync not working
There is an issue with user synchronization. - Users already removed from the synchronization OUs are still displayed within the Users & Permission - Users (Active Users) section. - Users modified on the DC are not updated within the Users & Permission
ServiceDesk Plus Integration with ADManager
Hi, I'm trying to connect Service Desk Plus with ADManager. It's saying the connection can be established. But the "Action" defined items are not showing up. I use the same account in both systems. Also, when I enable the ADManager integration button
Servicedesk - custom action - open url of other application
We have an additional field where we maintain the ID of a ticket in another application. I would like to be able to have a button / menu item that builds the url to the other application https://ourotherapp.example.com/Workflow/Taskdetail?id=<custom field
Store fixed email recipients in templates
Hello everyone, it would be nice to have the option, to store fixed email recipients in templates. We have often to reply (information flow) to another email address. best MT
How can I do task for more than one specialist?
How can I do task for more than one specialist? Or,How to mark the working time of several employees (or department) at once?
Mulitple Email Accounts
Hi, We manage a couple of different support mailboxes: support@company1.com support@company2.com They both sit on different office 365 accounts. - Is it possible to get them both attached to the helpdesk? At the moment I can only see how to do one.
Purge only the Job title, Mobile and Phone fields from all users on ManageEngine ServiceDesk Plus, free Standard
Hello, We are using the ManageEngine ServiceDesk Plus, free Standard - Version 10.5 Build 10510, and we need to purge only the Job title, Mobile and Phone fields from all users (requesters and technicians). How can we do that ? Thank you! Flavia Mac
Business Rules - Notify Technician
How do we configure a Business Rule to send an email notification once it was executed? Product: ManageEngine ServiceDesk Plus Version: 10.6 Build 10600 Database: postgres
How to get technician key
HI How do I get the application URL & technician key?
Create request via powershell script (custom trigger)
Hi everyone! Please, give me some example - about create new request via custom triggers on powershell. I write script on python, but there is a problem with OS :(. Just need translate. I would appreciate for an early reply Script on python: import requests
EOL for 32-bit installation in AE/SDP
Dear Users, We would like to inform you that the support for 32-bit installation of AssetExplorer / ServiceDesk Plus will be deprecated from July 2022. This is in line with several application dependencies, such as PostgreSQL and JRE, removing support
account lockout
Good Morning, I have the "Configure account lockout threshold and duration" option within the security section disabled, but I get users locked out if they make n incorrect login attempts. Is this a bug? Version: 13.0 Build 13002 Regards, Vincenzo
Tickets by Time Entered
I'm trying to create a time series report that will allow me to see what time of day our tickets are being entered. The idea behind this is to take a month of tickets, and compile them into a line chart that will show us a trend on what time of day we
API Requests for View All Statuses and Get Transitions Return Incomplete Results
Hello! Current Build: 11311 Browsers: Edge and Chrome tested Transition Buttons Missing In Multiple RLCs involving Multiple Different Statuses Our technicians are reporting issues with Request Life Cycles, where buttons that used to appear in RLCs now
SDP -> ZOHO Configuration Issue : 'NoFormBeanConfig' (Support Team unresponsive)
Hello - I have an SR opened (7771645) but not getting responses to my urgent ZOHO issue. I have SDP configurated with ZOHO Analytics and when I reset OAUTH and renter the API keys, I can synch SDP manually fine. But then once it's successful and I go
A requester that doesn't answer, is it possible?
Is it possible to create a requester account that has an email address to identify incoming requests, but does not send out emails to that account? We have some devices that report alarm states to us but they don't need to receive emails from SD+. Thanks
Upgrade from 12.0 Build 12004 to Build 13000
Hello, We are trying to upgrade to the next SD version, and are having problems running the commands. - Current version and build: 12.0 Build 12004 - Next version and build: 13000 - Two migrations away from latest 13002 - Have downloaded the ppm (linux)
Custom multiline Description
Please tell me how to use a simple script to make a multiline variable and assign this variable to the "Description"? For example I have variables var1,var2,var3 When sending a request, I want to write the "description" field according to the template
Custom Report
Hi, Please help me to create report like this report: category - request count - number of closed request - closed average time- number of open request Hardware - 120 - 20 - 13:30
Report ticket time spent in specific status by technician
Hi, I would like to generate a report that shows the average time that a ticket stay in particular status (In progress - Pending customer - etc) sorted by Technicians. Is it something available? PGSQL Current version : 11.1 Build 11138 Thank you Reg
Custom Report for Projects Module
Hi, can please ask for a custom query report for the Project module? Columns are to be as following: Project Title Project Status Project Schedule Start Project Actual Start Project Schedule End Project Actual End Project Estimated Hours Project Actual
Incidents don't have Service Category?
I am just wondering if people assign Incident templates a service category? That way with reporting based on all requests.. they don't always show up as NA. Thanks for your input
How can i limite a service catalog to a specific user role?
Hi, I have a service called "Provision of iMac desktops" and i want to limite this service only to the employees (users) with "UI Designer" Role.
Issues with Powershell and API to 'pickup' a ticket
I'm trying to use powershell to pickup a ticket, I cant seem to find what the 'Operation_Name' for a pickup is. I see the documentation here: ManageEngine ServiceDesk Plus API Documentation Below is an example of how I can retrieve Resolutions using the
Model change in Requests and restrictions in Scripts
Dear users, Some of the recent modifications we made to the Requests module have caused a behavior change in the application. Asset association to a request will no more be mapped to the CIID. Instead, it will be mapped to the ASSETID. Therefore,
Report generating rows twice
I've made a report to show the time spent per ticket, but if the ticket has multiple worklog entries (i.e. work on the ticket over multiple days), the ticket shows twice on the report. I've attached a screenshot, you can see 1 worklog entry of 15 mins
Help to create a custom schedule function that auto-closes requests.
So I'm trying to make a custom schedule function that auto-closes requests that have the status "Awaiting Requestor Response" and have not received a response in 5 days. But I don't know how to find proper documentation to set it up. I have a report that
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