[SOLVED] Requesters no longer able to view custom request templates
Hello, I have an issue where I have custom incident templates which used to be accessible to requesters, however they can now only view the default template. Technicians can still see all the custom templates. I don't think I have changed any of the settings, so I am unsure why they can no longer see the custom templates. Technician view: Requester view: Does anyone have an idea? Thanks in advance
Secure Gateway Patch Issue
I am attempting to install the latest patch for Secure Gateway Server build (90099) and I keep getting an error message when the UpdateManager.bat checks the patch. Please see attached image for error message.
Surface tablets showing up as laptop, no warranty expiration
Hi, I have some Surface Go and Surface Pro tablets being managed by Desktop Central. Under Inventory, they are detected as Surface Go and Surface Pro for Model. If looking at the Inventory details, there is no warranty expiration date, and appears to be no way to manually add it. Under Mobile Device Management, these show as device type of Laptop instead of Tablet. Is there any way to get them to show up as tablets instead of laptop? Thanks, David
Error when RunAs
Updated GINA to v6.0 now users cannot use RunAs to elevate a program. They get an error that says File System Error (-1073740940). This happens in windows 10 22H2 and windows 11 22H2. With and without antivirus installed. If I remove the GINA the problem
SDP using Azure SQL Managed Instance?
Has anybody tried using ServiceDesk Plus on-prem with a MSSQL DB in Azure? We need to replace our aging SQL servers and we've considering moving them into Azure SQL (with an ExpressRoute of course)
Query to get Contracts Expiring in 30 days
Version : 13000 DB : PGSQL SELECT mcdt.CONTRACTNAME AS "Contract Name", Vendors.NAME as "Vendor Name", longtodate(mcdt.FROMDATE) AS "From Date", longtodate(mcdt.TODATE) AS "To Date", ad.ORG_NAME AS "Account", cst.STATUSNAME AS "Contract Status", cadf.UDF_CHAR1
Shared Request Custom Email Notifications
Hello, We would like to know if it is possible to have Shared Technicians/Support Groups on a request receive email notifications containing any new appended replies to the conversation? I want to have the request's conversation thread viewable in the
Bug in OLA definition for multiple site with diffrent support group
Hello We have defined several sites in the SDP (London, New york, Paris). Each site has several separate support groups. Now we want to define SLA for each site and also OLA for different site's support groups. We found out that when we open the SLA settings
Problem to Upgrade ServiceDesk to 14
Hi, we have atm the version 13.007 when i update to 13.0012 there is no Problem but when i make the Upgrade to any Version of 14 the Service dont start can some one help me? Which looks you need?
[SDF-63933] Change View filters to include roles
At the moment we can only filter change views on the following roles: - Change Manager - Change Owner - Change Requester We have some additional roles that we would like to filter by so that team leads can see all changes their team are due to implement
Custom Audit report
Can you give me a query to deliver a report for audit changes specific for hardware removal and change of componant with date/time/user/location
Report Workstation Monitor Serial Number & Type
Hello, I wonder if someone can help? I can see from the Hardware Tab on the the Workstation asset record you can view the serial number and type of monitor connected to that particular workstation. Therefore, is it possible to run a report which pulls up the serial number and type of monitors connected to all workstations? And if so how? Thank you in advance. Paul
PMP wont Start
Hi Password manager Pro failes to start. I have attached the logs. Kind rgards
How to assign multiple asset name (in diffrent type) to one user in one moment
Hi, I assigned monitor (MO-2120) and workstation (PC-0050) and printer (PR-451) to one requester (ex: John Doe). Now I want to change asset ownership PC and Monitor to another requester (Jack Mark) in one moment with one click. Whats should I do? SDP
BitLocker Management - Dynamic Custom Group
Is it possible to use Dynamic Custom Group as a target in BitLocker deployment policies? We need all new workstations joining Desktop Central to be automatically assigned in BitLocker deployment policies. Is there any way?
Customise recipients in New Notification for Requests
Hi, Is it possible to add custom recipients instead of a set list for a reply template / notification as below: So instead of picking a specific person, we can use the fields such as "$userName" and "$userEmail"? Thanks! Mike
Software Asset
By mistake I assigned, to a software, the CI type. By assigning it the software is listed in the CMDB . I would like to remove it, removing the CI type from the Software, how can I do it ?
Reply to initial request
When replying to an initial request, the original request is not included at the bottom of the reply. When replying to additional replies the last conversation is appended to the bottom of the reply. This behavior is present in 14101.
Bug: Cannot view ESM sections Users, Security Settings, etc
This is a bug report. Affected versions: Version: 14.1 Build 14102 Since: 12.* (We became customers at this verison, we assumed you would fix this) Description: The sections "Sites", "Privacy Settings", "Users" and "Secrutiy Settings" cannot be opened
EmailSignature at a resolution ticket
Hi, Is there are a problem with the signature variable in the notification rule for "E-mail user when a request is resolved"? When a requester submits a ticket and has signature and the technician then resolves it, in the end of the mail shows the technician
A Query to find all computers that have a certain folder on the C:\
Hello, I would like to have a query that finds all computers in my domain with a certain folder on the C:\. Can someone assist please?
Unable to login via mobile site or Android App
We have SDP installed, we can login without issue from the desktop site, but we get "incorrect password" when trying to login from the mobile site. This is true from our phones as well as a desktop browser. http://helpdesk/ = working without issue http://helpdesk/mc/ = unable to login What could be the cause and fix for this issue?
API Request for Wake On LAN
Is there a way to use the API for Wake On LAN? We have a lot of remote users and I think it would be helpful to have a form to fill out and submit that will auto send a WOL. Any ideas?
ManageEngine MDM setting up Ipads for Multiple users in a Shared Library Environment
I want to know the best practice for setting up Ipads that are going to be shared in a Library by multiple users? I have a dozen Ipads in Nursing home that are going to be used by different residents each day. What is the best way to configure this in
Best Practices to Manage Ipads in a Library type location with MDM+
I am setting up several Ipads to be used by random people on any given day. They will get locked up each night but can be used by guests or resident through out the day. What is the best way to setup user accounts and what security precautions do I need
Technician license - one size for all
I am on ServiceDesk Plus Cloud enterprise with 3 licenses - and have the scenario when i want someone to assist in the setup of the application. You cannot do that without consuming a full technician license, this goes for all the roles defined in the
Vulnerability news update - Data Security Plus
We would like to update regarding a vulnerability that has been identified in Data Security Plus most likely. The application uses the log4j version log4j-core-2.10.0 in a bundled dependency module which might be susceptible to this vulnerability however
How to integrate Service DeskPlus with ServiceNow
Hi, We're planning to integrate Service DeskPlus with ServiceNow. Request you to provide the process steps/API for the integration.
Close request
Hi teams, We have the last build 14.1 Construir 14103. When we update to the latest version, the notification email to the applicant for case closure fails, and does not allow them to close it.
Can you make child tickets update the parent
When a linked (child) ticket is updated, can you make it so that the note is also added to the parent?
Error when try to configure Exchange On Line email account
Hi All, Please, could you provide me some tips to fiz this issue? This email contains a valid MS Office 365 email account (exchange on line P1) Thank you in advance
Upgrade to the latest Secure Gateway server build!
Hello everyone, We have updated Patch Manager Plus' security component - Secure Gateway Server with a few issue fixes. It is highly recommended that you upgrade to the latest version of the Secure Gateway Server. To check the list of updates in this build,
Set Request Table view for requesters by admin
Hi, New Idea, Set Request Table view custom Columns for requesters by admin
Set Image to Sites
Set Image to Sites, it's very useful for separating Sites
How to - migrate to another server, can you install the latest version
I have a question, If I have installed servicedesk plus version 11, it connects to a SQL database and I want to migrate to another server, can you install the latest version of service desk and then connect to a copy of the SQL database so you don't have
Upgrade to the latest Secure Gateway server build!
Hello everyone, We have updated Endpoint Central's Secure Gateway Server with a few enhancements and a bug fix. Please Download the latest Secure Gateway Server here. You can find out more about the bug fixes released in the build update (90099) on this
Build 14104 - When assigning a unassigned ticket that has no categories the assign box does not close
Build 14104 - When selecting "Assigned To" and assigning a unassigned ticket that has no categories the assign box does not close. This is from the main view of a ticket, if you hit the drop down for "Assigned To" and enter a techncian, then the categories
How Get User Additional fields value on script of Field and Form Rules?
How Get User Additional fields value on script of Field and Form Rules?
report to get all technician and assigned roles in sdp?
Hello, I need a report to get all techniciat and the with Login name, created date and the assigned roles to each technician in the list. Please assist me with the query. I'm using PGSQL. Thanks.
SQL Query - Technician List
Hello. Could someone please provide a simple SQL query to get a list of all active Technicians in SDP? The methods I used to use have apparently become obsolete as table structures have changed with various SDP releases. (For instance, at one point,
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