Change Management CAB Approval Levels
In the recent upgrade to 11203 the workflow editor in Change Management changed a lot. Where do we go to modify the settings regarding approval levels for CABs? We have multiple levels configured on a workflow and now we can't find the setting to modify
Changing CAB recommendation
Hello, When we move to the Approval stage of a Change, it automatically adds a CAB and emails them approvals. Is there a way to change the behavior to manually add a CAB rather than automatically? Thank you, Kevin
[Tips & Tricks] Recommended Template
Recommend template feature was released in 11138 builds of ServiceDesk Plus. When a requester creates a request using the default request template or an inappropriate template, technicians can manually trigger an email recommending the appropriate template
SAML Single Sign-On with URL Rewrites
Good afternoon, My organization recently purchased a ME ServiceDeskPlus on-premise license and I had the task of setting it up. Since we're running multiple ManageEngine services on the same server, I utilized IIS Reverse Proxy URL Rewrites to redirect incoming HTTPS traffic over 443 to the default ports of our various services. In this case: https://servicedesk.company.com:443 rewrites to http://localhost:8080 to get to ServiceDesk. That all functions perfectly fine, however things seem to get weird
[Term of the Day]: Digital Footprint
Term of the Day "Digital Footprint" What is Digital Footprint? A digital footprint, sometimes called a digital dossier refers to the data traces we knowingly or unknowingly leave behind each time we access the internet or other electronic devices.
Change request status when timer starts
Hi everybody! there is a way to set a rule that changes the status of the request when the technician starts the timer. Thanks!
[SDF-58292] Request View for Managers
Hello, Is there anything the roadmap to allow managers to view requests logged by users listed as reporting to them? There is functionality to allow certain users access to view all requests logged by department user, wanted to know if there were any
Change Management Query Not Working Please do the needful
SELECT "chdt"."CHANGEID" AS "Change ID", "chdt"."TITLE" AS "Title", longtodate("chdt"."CREATEDTIME") AS "Created Time",longtodate( "chdt"."SCHEDULEDSTARTTIME") AS "Scheduled Start Time", longtodate("chdt"."SCHEDULEDENDTIME") AS "Scheduled End", longtodate("chdt"."COMPLETEDTIME")
When will "Site" be a selectable field in "Field and Form Rules" ?
Hello - When will "Site" be a selectable field in "Field and Form Rules"? The free text field now is very cimbersome and makes updating very time consuming. Can you provide an ETA?
Asset Export / Removal
Our organization has decided to move to a different platform to manage IT and other asset types. Is there a known process to successfully remove all assets, agents, and relationships from ServiceDesk Plus?
How I can hide warning?
After install 11205 build I have next warning on the screen: But all this settings no possible for me. How I can hide warning without any settings ("Enable Force password reset at first login" etc)?
Custom Trigger Not Firing on Edit
I have created a custom trigger and set it to run "When a Request is created and edited" and when a ticket is created, runs without issue. But if I edit the ticket (change a drop-down or edit the description) nothing happens. The history page shows
[Term of the Day]: System Hardening
Term of the Day “System Hardening” Definition — What is a System Hardening? The term System Hardening is the practice of securing a system connected to the network by reducing its attack surface. As the number of cyberattacks targeting computers
Preventing blank schedule reports when data is not available
Requirement : I need to send emails to the technicians at the end of everyday listing the number of tickets that are open and on hold for them ( if any ) till the current day. My approach : Create scheduled daily reports for all technicians with filters as request status = open/onhold and technician = technician name. Now whenever their are no tickets open/onhold for that technician , a blank email will go to him. How do i prevent this from happening? I have seen other people posting on this
Extra Key Found in JSON
We have found that when I'm editing some service catalog templates that I receive a "Extra key found in JSON" error. I have traced it to editing the "Urgency" field.
[Term of the Day]: Scrum
Term of the Day "Scrum" What is Scrum? Scrum is a process framework that is framed within the agile methodology that emphasizes teamwork, accountability and iterative progress toward a well-defined goal. In software development teams, scrum can help
[Community Digest] ServiceDesk Plus - May 2021
Here is the monthly rewind for May 2021! Version and Build releases: 11203 (Released on 4 May 2021) 11204 (Released on 26 May 2021) Check our ReadME article for more details. Product Highlights: Behavior Changes : SD-94092: $Recommend_Template_Link
HRM feature
do we have this resourse management feature on Serviceddesk plus 11.2 standard version?
[SD-84669] Draft Replies - cursor moves/text no longer types when saving
When a reply is saved as draft and the green "Draft Saved" box appears over the text the cursor for some jumps back to the start or the remaining typed text is not received. Running SDP 11139. Affected users are Win 10 with latest Edge or Chrome. Doesn't
Custom Columns per View
Is it possible to have custom columns on a per view basis. For example, under the Open and Unassigned I want these 5 columns but when I switch to a custom view I want these additional columns? I've tried it but the columns stay no matter what view I'm
[SOLVED] Error when generating reports
Hi Guys, I am getting the below error when i try to generate any reports am not sure what could be the problem any help will be much appreciated. Regards,
[SD-95451]filter
Recently updated SDP+ to latest version. Lot's of assets have additional fields and we can't search on them in de regular searchfield. So i go to the category, like simcard. Normaly i use a filter for field 'simcard number", but since that field is grayed
Get Data from body of Ticket Busness Rule
Hi, We have introduced a system that generates tickets into Service Desk. Unfortunately the system that generates them can only put the username that the ticket is coming from in the body of the emailed in ticket. The ticket will look like this. You can
Tying an Application/Vendor to a CMDB Server
I am looking for a way to tie a server to a primary application. for example, let's say we have servers: server1db, server2db, server1app, server2app. I'd like to define ApplicationX with details such as vendor, etc then assign that application to the
How to update to an CI attribute using api on a newly added device.
Hi, I am trying to update some attribute in cmdb CI using API. I am not able to update when the server is newly added from scan. However, if i manually edit the server, simply edit something and save it, then I can update using API as usual. Appreciate
[SOLVED] [SD-94099]Sites no longer in alphabetical order after 11201 update
After the update to 11.2 build 11201, the "Sites" and "Groups" drop downs are no longer in alphabetical order. No other drop down appear to be affected.
How to restore a deleted Asset?
The symbol for deleting an Asset is a Trashcan, and a Trashcan in Computer-lingo usually means one can recover items from it. How do I recover Assets from the Trashcan and how long does the Trashcan save Assets?
Answers to request
11205 Not displayed answers to request. The answer is displayed on behalf of SD if SD is indicated in the copy. If you specify only the author of the request, the response will not be displayed in the request. The response from the author of the request
Mandate Field in Change Module
Hello, I'm looking at a way to mandate a the 'Outage' field in the planning stage. Any ideas?
[Blog] Best practices to write knowledge articles
Knowledge articles play a crucial role and remain as the backbone of every successful organization that provides great customer service. When users have a question that can range from solutions to common issues, product or feature documentation, answers
[Term of the Day]: Steganography
Term of the Day “Steganography” Definition — What is a Steganography? The term Steganography is the technique of sending data in a concealed format so the very fact of sending the data is disguised. In the context of computer science, it refers
Add a Router or Switch CI via API
Hello. I've used the below code to add a CI item. How would I use the API to add a Router CI - including host name, IP address, Site, and other parameters? I'd also need to set the SNMP credentials used to scan the IP address, via the API. The plan is
Request custom function - can it change request?
I am trying to do lifecycle query preprocessing using a "request custom function": I receive a request through the "get" ( positionJson = requestObj.get("item"); ). I process and do "put" ( positionJson.put(positionJson); ). If I repeat now "get" - data
Preventive Maintenance Tasks - Periodic Scheduling
Hi, I'm trying to configure the Preventive Maintenance Tasks using the periodic scheduling. In a scenario where there is a task with 30 days, and for some reason I need to activate it earlier, the 30 days do not start counting from that time, but from
[Term of the Day]: AES
Term of the Day "Advanced Encryption Standard" What is AES? AES, which stands for Advanced Encryption Standard is a cryptographic cipher that refers to the process of concealing electronic data with a block length of 128-bit and key lengths of 128,
About license renewal
After renewing the license, the technician was changed from 100 to 5. Is it possible to update with the same number of technician as last year?
Office 365 Licenses
How are users managing their Office 365 licenses in ServiceDesk Plus?
[QUIZ- 2]: Handling Emergency Changes
We are excited to bring our quiz activity for the recently held virtual meetup session on handling Emergency Changes. You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity for the Free Training
Security Warning
Hi there, how do we stop the below warning, we will not be enabling some of these features but cannot have this warning on at all times.
Installing new version and register it using old license
Rather than updating old version i want to install new version of service desk plus and register it using old license i am using on old version. is it possible ?
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