Changes on Approval API
Hi, Team, Since I upgraded my SDP to recent versions (14.940 and 14.950), I have a warning message in all request custom functions: If you copy the request function code into a global function, there is no warning displayed. What is going on? Thanks.
Trigger for reply to request
Hi, How to define a custom trigger just when technician reply to request? I want to run a script and call another API with technician's reply data. As matter of fact, I want to give technician's reply and send to another Message Instance like Whats App,
Custom Function in new API after 14900
Hello, I've got this message when entering a cf that we used to change status on reply. This custom function is using an outdated sdp.admin.leftpanel.helpdesk.notificationrules.hom API version. We recommend updating it to the latest API version. I can
Reporting on Assets - DB growth
We want to get a report out of our SDP's CMDB to detail the growth in the number of servers for the last 3 weeks. Next step would be to correlate with previous periods to estimate how fast that number grows, so we can then order the correct number of
How do I hide Statues in the Problem module (also Tasks)?
We've started to use Request Life Cycle and this has the side-effect that we now have a lot more Request Statues than we used to. This also spills over on Tasks and Problem requests. Suddenly the list of possible statues are very long both for Problems
Scheduled Reports loading in infinity, on specific technician account
I am an admin and technician i SD+ We Run Postgres I have set up a couple of scheduled reports for that should show up in "All scheduled reports" It does work for other admins but not for me. When i klick Reports - Showing: scheduled reports, it begins
New Open ticket and select status Resolved
When opening a ticket for a user, is it possible to select the ticket status as resolved? As a scenario, if an employee calls and there is no ticket, the technician can open a ticket on his behalf, but after the ticket is opened, it must be entered as
Alter Index Failed Error
If I set performance schedule: I get these errors (system log): I have set the manage engine service account to match my SQL service and SQL agent account. And gave full perms to the folders/subs folders. Also, verified account has full db owner perms.
Request - Incidents
596 / 5 000 Résultats de traduction Résultat de traduction Hello everyone, This is not a request for problem resolution, but rather a request for advice. In Service Desk Plus, we have difficulty determining whether a request is a service request or an
Requester changed to 'system' - unknown email address.
Hi Not sure why this happening - or how to stop it. We can't control who sends us an email so we want the system to reply back to the requestor , not switch it to 'system'. What is a 'known' email address?
Red envelope in notification center
Hi, We recently updated from v. 14620 to 14860. One notable change was in the notifications center. Previously, when a requester had replied to a request, the corresponding notification would show with a red envelope. Now it's just a generic "request"
Pick list field options drop off when request is updated
Hi there, We have noticed that our pick list additional fields options drop off when a request is updated (ie, group is changed or technician is changed) is this system behaviour? or do I need to configure something in the background?
Requester view of tasks and approvals
I would like the requester to have more visibility into the progress of their Request Catalog request, specifically with the progress of tasks and approvals. I would like the requester to be able to log into the system and see what tasks & approvals exist on their request, the status of each, and who they are assigned to. All requester views of this information should be read only. I would also like the requester to be emailed (email should include all details) when a task or approval is assigned,
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Freeze Field in Tasks
Hello, Using the task template in ServiceDesk Plus, we created tasks with costs. We would like the following fields to be non-editable when the user selects the task: The fields: - Additional Cost ($) - Estimated Work And in the Actual Start and Actual
version 10000.
I want to transfer all the data from one server to another, it can't find version 10000.
Not able to upgrade from 14750 to 14840
This appeared when i am installing the ppm. Could you please advise me on what i should do? Thank you
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
Retaining Change request description alongside request description when a Change is created from a Service request
Dears, Greetings! We are on the latest build of SDP 14.2 Build 14200. We have customized Change template description field, such that it captures lot of details from the requester. At times, we do raise Change from existing requests. Doing so, description
Request for Asset Report
Dear All, Can we have a SQL Query report related to All Assets with below columns: 1. Asset Name 2. Product Type 3. Assets Status 4. Asset Allocated to (User Name) 5. Asset Allocated to User (Date/Time) 6. Asset Created/Added (Date/Time) Our current built
Task Template Trigger
I created a Task Template but forgot to set it in the trigger mode. When I try to edit it, the Assign and Mark buttons are not available. Where can I make this change?
Software License Tracking
Like many organizations it's easy to get bogged down with tracking assets and licenses. I'd like to see what some of you all are using to track software license usage. We have multiple software types (O365, Adobe, AutoCAD) as examples that each has their
Mandate task fields
Hi Is there a way to mandate fields (owner, group) during task creation? I know I can mandate fields for closing a task.
On-Behalf-Of approver
Hi, Team, If one has "Auto-approve requests when the requester is the approver" as "Yes" and a requester uses the on-behalf-of field with someone who approves the request, the request will be automatically approved. This situation can be seen as a lack
how to set automatically : Task_ACTUALENDTIME = Task_ACTUALSTARTTIME + estimatedeffort
Hello, We want to automatically set the actual end time of the field on the task based on the calculation below: Actual End Date = Actual Start Date + Estimated Work (Task_ACTUALENDTIME = Task_ACTUALSTARTTIME + estimatedeffort) I think this can be done
GET API response (result) doesn't show all requests
Dear All, We are using the GET API to view all the requests but the response doesn’t show all the requests. Regards, Wajahath Farooq
How to Fetch all request through GET API specific to the Requester?
Dear All, How can we fetch all requests (specific requester) through GET API based on the "Requester.Email" or "Requester.LoginID"? Please let us know the search criteria (input_data). Regards, Wajahath Farooq
How to find Postgres Database Password
Hello, I'm attempting to up the security of our ServiceDesk, and one of the recommended measures is to change the Postgres Database default password. When I selected the security measure, I was redirected to this link - https://help.servicedeskplus.com/change-postgres-user-password.
Quick Button for 1-Min 3-min 5-min 10-min 15-min worklog entry
Hello Team, Does anyone have a way to make a button or action that will allow us to quickly add a timestamp of a fixed amount to a ticket? Our team is ultra-efficient (if I do say so, myself), but we are looking to shave seconds and "clicks" off the support
Auto Assign a ticket based on a incoming email and using a specific keyword in the Subject Line
Hi team- I'm trying to auto assign a ticket to a technician that comes in via email has a specific keyword in the subject line. This ticket will go to only one specific technician, and not the entire team. Has and what has anyone had luck with this? If
Extract all requests/changes in .csv
Hi, greentings We need to extract a complete report of all requests and changes registered in the on-premise SDP What is the recommended procedure?
Masterclass 2025: Episode 2 - Reimagining your service delivery operation to deliver best-in-class service experience [Mar 27]
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Service Desk Upgrade from 14750 to 14840
Hello i have issue on service desk upgrade from 14750 to 14840.The upgrade went well at the start but in the end just a pop-up message say problem in pre-validation. Can anyone help me resolve this?
Looking for how to see the time tickets are in a specific request status on closed tickets for each month to compare data over time.
Hello, I am trying to see how I can run a report on all tickets that were created in a specific month, such as January 1-January 31st. I'd like to be able to get the average time those tickets were sitting in a specific status, such as "on hold", or "awaiting
Notification Action Email Template Location
I could have sworn I saw a location where the email templates for notification actions were kept. Did I imagine this? What I'm talking about are the email templates that can be created for Admin > Automation > Custom Triggers > Notification Action > Edit.
Can the survey be added on the Close screen?
I would like to have the users give their survey response on close so we can have a better response rate on surveys.
Translation File
Hi, I wanted to translate arabic to farsi. i know there is a option from gui but it takes so much time. where is the arabic translated file so i can translate it more quickly?
login form translation
hi 1- how can i translate login form? 2- how can i disable admin and guest login banner from login form?
What table is Site Manager located in?
Hello - I have MSSQL and I'm looking for the tables that contains the Site Manager value?
Configuration is set as NOT to receive email from new email addresses
Hello. we have noticed that some external emails (not all) are not generating tickets. We have checked system logs and there are numerous events like below. However, our mail server settings do not have this setting ticked. Is there another section in
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