I need a query to show the active technicians
i need a query report to know the technicians who is active and using the license in SD system plus and the technicians who is having license but not active or do much activity in the system we are always running out of license and they requested from
Reporting on Custom Multi-Select Fields
Is there a way to report on custom multi-select fields via the default reporting tool or do I need to do a custom query?
Entered manual email for external people being saved in the history and appears every time
We were doing some testing in few tickets using our personal emails, now whenever we try to send request for approval or reply the emails are saved, attached image is example i need to know how i can remove the personal emails used during the testing
AssetExplorer locked admin account
I have locked the admin account by entering the wrong password many times. I have reset the password using this tutorial: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-reset-administrator-password-in-servicedesk-plus However, it still
[SDF-84412] API for OpManager and SDP integration
I have submitted a feature request for OpManager and SDP integration. In SDP we have closure rules requiring Resolution before a call can be closed to comply with ISO standards, however A fault occurs within OpManager and a ticket is raised within SDP. This part is OK, however once the fault is resolved the ticket remains open within SDP and you then have to go in and manually close the ticket. If the closure rule requiring resolution is removed then the ticket closes automatically. We would like
Report total amount of time spent on requests and tasks by technician.
Hi Team. I request your support to obtain a matrix report showing the total time spent on requests and tasks by technicians, the database is MSSQL and the current version is 12007. I have tried to generate a custom report but I do not get the time information
DUO authentication
When is DUO going to be an option for 2FA? We need this. DUO is our standard. We don't want OTP email or Google Authenticator. Regards,
Agent configuration greyed in version 12003
Hello, anyone else seeing this problem or are there any ideas? I made a ticket (#7457585) about this, but there has not been any progress with that. In our ServiceDesk Plus version 12003 agent configuration page is greyd out. t was working when we installed
how to translate the customized field
Hi there, we have multi language requirement(English/Portuguese/etc.). and I wonder is there any entry I can translate the customized fields, for example: the STATUSs in "Customization - Helpdesk - Status".
Use API calls in Self-Service Portal
Hi - I'd like to create a custom widget in the self-service portal that pulls information via the SD API. Is this possible? Any examples? Thanks! Jacob
How many requests can be linked?
Selecting multiple requests and linking acts like its working but it is randomly only linking 2 requests. There are many use cases for needing to link multiple requests. If there is an outage, linking all the tickets to one that will contain the notes/resolution
Error when get CI Details using Deluge
Hi We are trying to get CI information using Deluge but we got this error: inputData ='<?xml version="1.0" encoding="UTF-8"?><API version="1.0" locale="en"><citype><name>All Assets</name><criterias><criteria><parameter><name compOperator="IS">CI Name</name><value>WKS_NAME</value></parameter></criteria></criterias><returnFields><name>CI
Adding a specific function to a business role
We try to add a specific function to a business role that we would like to use to send an email to department when a request is created. When i use the "send email" function, it always gives me back an internal error. I looked up on the zoho deluge help
Error Message : Traceback (most recent call last): File "addApprovals.py", line 30, in <module> if ApproverStage1 in requestObj['udf_fields'] and requestObj['udf_fields'][ApproverStage1] is not None
Hi All, I have some trouble on implement this dynamic approval https://pitstop.manageengine.com/portal/en/kb/articles/how-to-implement-dynamic-request-approval-using-fafr-and-custom-triggers-25-2-2021 i have error : Traceback (most recent call last):
Aging Report for Incidents and Service Requests
Hello and thanks for stopping by. I'm probably totally missing this. Is there a handy aging report for tickets? Something like anything older than >30 days? Thanks!
Change Logo for Instance
What size picture is required for the logo in the Instance? Any specific format?
Microsoft Teams Integration with ServiceDesk Plus onsite
Hi all, Interested to see the news for Microsoft Teams Integration with ServiceDesk Plus Cloud. https://www.manageengine.com/products/service-desk/microsoft-teams-integration.html?utm_source=sdp_newsletter&utm_medium=may_2019 Is there any information if this is being developed for on premise installs? We have recently moved to an Office 365 environment and this integration would be very valuable. Cheers Brett
API V3 worklog issue 10.6 Build 10601
Hi, We upgraded the Dev server on 10.6 build 10601. And in previous build 10.4, I had a call on v3 api that was working for fetching worklogs from request with a call on /api/v3/requests/xxxxx/worklog When calling now the service I get an issue : { "response_status": {
Import Asset - unparseable date
I'm trying to import asset data into Service Desk Plus 11.1.0 Build 11126 I had a template csv which had a single asset listed with an acquistion date of 03/09/2016 That imported fine and then I deleted the test asset. I then obtained a list of assets
Auto Refresh of Service Desk requests
Is it possible to do an auto refresh of the service desk requests screen and any other screen that may be updated dynamically or is it possible for us to amend the HTML page to program in an refresh. Rgds Damian
Employee Onboard- Handling Transfer and Terminations
We are attempting to build our Employee OnBoard/Offboarding/Transfer process into ServiceDeskPlus. The New Hire portion of it seems to flow very well but we are getting stuck on what process to follow in order to request system access be removed or new
ERRORCODE: 1008: Data inconsistency in Application tables
Insert the log file into the table 'Workstation_Printer' It gets stuck and I do not have this table We are trying to update SDP from version 11135 to version 11200. However, we get the following error: ERRORCODE:1008: Data inconsistency in Application
Time zone
hi All, I have servicedesk manage engine application on windows server 2016 with Psql database. The interface time shown +5 GMT, however windows server time is +4 GMT. I need to correct time in servicedesk to +4 GMT time zone. Could You Help pleas
Allow Ask Zia to be added to the Requester portal as pop-up option
Ask Zia currently has to be accessed via the small icon bottom right of the portal; this isn't at all obvious to end-users. It can't be added as a code snippet or button action. Most chat features have some sort of pop up, which is far more obvious.
Office 365 SharedMailbox support in ServiceDesk
Hi! We use shared mailbox feature of Office 365 for support tickets and want to switch to ServiceDesk Plus. However, for e-mail account I only see support for classic mailboxes. Do you plan to add support for shared mailbox or O365 groups feature at all? Thanks for reply! Regards!
Upgrade Failure and backup password
Greetings! Today i tried to upgrade from Build 13000 to 13001 and get upgrade failure. After that if u start service - SDP is not working and not accesible via browser. I tried rollback instruction and there is some problems too. Installation process
Masterclass 2022 - Episode 3: Perfecting the change enablement process using ServiceDesk Plus (April 28)
Hey there, The third episode of the ServiceDesk Plus Masterclass 2022 series will be held this month! In this session, we will explore the various types of changes and the best practices for executing the change enablement process in a hybrid workspace
New Instance
We are currently on Version 12, Build 12007 of ServiceDesk Plus. I'd like to add a new (Facility) instance on my test environment just for testing purposes. We've only ever had just our one IT instance in both our test and production environments. Will
[Free e-book] Kick-start hyperautomation with AI-powered service management
Did you know that you can save anywhere between 10-50% of IT costs with automation? Also, employees can save between 10-40% of their time by automating manual, laborious, and repetitive tasks. IT service processes are abundant with such repetitive tasks
Incident Templates and how they display to users and administrators
We are using ServiceDesk Plus 8.2.0 build 8207. I have a “how to” question about how Incident Templates are displayed, a problem with numbers of visible templates, and a specific problem with one template. Our company has 31 Incident Templates in the system, 25 of which are visible to the user. Question: Is there a way to organize how the templates are displayed? In the list that appears when an administrator clicks the “Incident Catalog” button or the drop-down arrow on the button, or
Not accepting the Incoming mail setting
HI Not accepting the incoming mail setting in service desk plus getting below error. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
No confirmation emails
Is it possible to create a requester account that has an email address to identify the 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+.
Notifications when "Do not allow request creation by email" is turned on
Team, As we all know, Email support, while convenient, is one of the least effective methods for taking in requests. We've finally gotten our enterprise to acknowledge this and we would like to move to a model whereby we are only using the self-service
Allowing user to select department assets
Hi, We're using SDP for our internal IT department, but would like to also use it for customer tickets. We have currently created a customer as a fake department and added a user and assigned it to that department. That seems to work and we can add more
Unassigned tickets
We have a bit of a hard time finding where to switch so that unallocated tasks end up with a specific queue. I would like to change so that all new cases that are sent to our service desk end up with a specific queue and not those that are not assigned.
Survey report is not calculating average rates well since upgrade
Hi All, I have a problem with the survey report which is about the average rating by months. After the upgrade the AVG line has started to miss calculating the average rating, but I don't know what is the reason, When I check in the individual rating
Change Tasks - Notifications
HI Setting up a new change management instance. During my testing I am creating a task within a change request, Problem is - I do no not get a notification that a task has been assigned to me. Task notifications work fine with incident requests. But nothing
[SOLVED] Reset MFA for Administrator account
I have a MFA issue, after adding google authenticator as my second way of authentication for Administrator account, it is not working and I can't login to service desk plus now . I there any way to reset it?
Trying to start PostgresSQL server failed
Hi everybody! For several months, I've had issues with trying to update my install of ServiceDesk Plus FREE version when it was trying to stop or start PostgerSQL To get around it, I would manually use startDB.sh or stopDB.sh and the patch would apply.
Incident UDF Fields not available in custom report
Hi all, I'm trying to create a custom matrix report using UDF fields we created for a custom Incident template. When I use the Custom Report wizard to create the report, some of my UDF fields are available and some are not. I checked the properties
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