ServiceDesk Plus 11200 Released !
Dear Users, ServiceDesk Plus version 11200 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Here's a list of the new features and enhancements that are available in the latest
What's different between Service Desk Plus and Service Desk Plus MSP ?
Hello, What's different between Service Desk and Service Desk MSP versions ? I had seen only one things, MSP version work better than non-MSP version because MSP version has better cache params. But even so MSP version is faster than non-MSP version,
WorkLog
Hi! How can I uncheck Include non operational hours. Since it is constantly required to uncheck this option. Make this option empty by default
[Term of the Day]: Primary Key
Term of the Day “Primary Key” Definition — What is a Primary Key? In the context of a relational database, a Primary Key is used as a unique identifier to quickly parse data within the table. None of the fields that are part of the primary key can
I'd like Due By Date to reflect what the user enters, but only if it is 5 days or greater.
Hi folks, I'd like to know how you effectively handle Due-By Dates. We use our SLAs to both provide an agreement to the requester so that the user can plan accordingly. Additionally, the SLA also acts as a "buffer" between the requester and the technician
Reg : Issue with inline images in recent builds of SDP
Many of the customer's would have reported missing images in description, resolution, notes etc... after moving to version 11138 and above. This is a product issue which we have identified and released a couple of patch's yesterday. The details are as
[Term of the Day]: Concatenation
Term of the Day "Concatenation" What is Concatenation? Concatenation, also known as string concatenation, is a string operator that joins multiple text, string or other data together in a series without any gaps in a program to make a new text string.
LDAP duplicate sync after server update to the latest version
Hi friendly ServiceDesk community. We run our ServiceDesk Plus on Cent OS6. We do user sync via LDAP. We recently encountered a known bug with the older version and I had to update the server to the latest version 11.2 Build 11203. After the update all
[SOLVED] "SD-80460" SCCM integration no software found and Scanning in progress and
Hi, has anybody gotten the SCCM integration to find software installed on the pcs? The hardware import works nicely for us - but no software is found Thanks Michael
SurveyLink
Hi Community Has anyone been able to make use of survey link on their closed template. We are having an issue where the link returns a 404 error (Not Found). Just wanna know if any one else has this problem or if they have fixed it ? Our ticket is sitting
[Term of the Day]: Endpoint Detection and Response
Term of the Day “Endpoint Detection and Response” Definition — What is EDR? Endpoint Detection and Response (EDR) is the latest trending security solution in the world of cybersecurity. EDR focuses on securing a network and enhancing connected endpoints’
[SDF-23832, SDF-27213] Filter requests with AND *and* OR?
Is there any way to filter requests where the filter requires both AND and OR operations? For example, I want to create this filter: ( technician:me OR group:my_group ) AND status:open I don't currently see a way to do this, nor do I see a way to rewrite
[Blog] The best practices to optimize your ITAM
The primary objective of IT asset management best practices and processes is often to maximize the return on IT assets through better insights and management with a well-defined IT Asset Management (ITAM) process. However, even with the advantages it
Issue with 11202
There are issues when requester forms loads on service request where the field and form rules do not apply correctly on the form. For example, I have created a script to hide the SLA on the service form with $CS.hideElement("sla_message_wrapper"); But
Service Form return an error if the data in a field is not correct?
Hello, I have a field where the employee department appears in a form. This is done in an additional field named udf_sline_1813 . This is populated directly from Active Directory. However, it occurs sometimes that the department may have been wrongly
Query for Scanned Serial Number
I have a listed of all our inventory in an Excel document, but I need to merge this data with the scanned data so we don't create duplicate devices. How can I export the scanned serial number and device type of our printers, workstations, and servers,
How do we reach support when both Zia and your phones are not responding?
We have a production issue and we can't reach your support line. Chat via Zia ends with it dropping the ball when "transferring to a human." Calling your support line results in a busy response regardless of the menuy options we are selecting (either
[Term of the Day]: XaaS
Term of the Day “XaaS” Definition — What is XaaS ? The term XaaS is popularly known as "Anything as a Service", "Everything as a Service". XaaS concept shows a change in the IT paradigm, it includes a wide variety of products, tools, and technologies
Custom Query report -show Job Title
Hi i'm using this custom report and i would like to show the JOB TITLE of the user when i run the report, because i cant see the JOB TITLE in Available Columns so that i can move it to Display Columns.... any one can help please. SELECT resUser.FIRST_NAME
[SD-94731] CAB recommendations are not added when a change is carried out by non SDAdmin role
Ticket [## 6881697 ##] builds 11200/11202 We have upgraded our Change workflows to include Approval step. I have made sure that all CAB members are added in CAB lists and now every time when a Change is carried out by a standard technician without Admin
Feature request: Import "plans of office,floor" localize where are( and show icons) desktop/screen/printer/user/ etc.., use the CMDB for that
Hello I used ms visio by the past to make my asset inventory, and it works very well, It's a static inventory and all data have to be manually imported I made this database in ms visio because all products i tried to make inventory use spreadsheet form, and it's not the best thing (i thought) to manage quickly assets and located them, when you have many assets on several "sites" Could you add for your roadmap, the feature to import "plans of office, floor, room" to localize where are( and show
Status for multiple requested Features
Dear Team , please advise we are unable to know what is the updates for our requested features . Request ## 6228213 > SDF-78955, SDF-55325 Request ## 6413466 > SDF - 91653, SDF - 39157 Request ## 6885773 > SDF-29721
Tracking feature requests for ServiceDesk
I often see that you assign a feature request ID to a suggestion and advise that progress can be tracked using the ID, but there doesn't seem to be a way to track them! This is a feature request to view feature requests!
Give to requester access to other department's requests
Dear All, in the documentation i found that you can enable to a requester the visibility of all the requests made by his/her department/site editing the requester settings. But what if i want to enable a requester in order to give visibility to all the
Moving ServiceDesk Plus from Windows Server 2012 to Server 2019- Restore fails, Fresh install Service won't start- multiple issues
I'm not sure if others have experienced this but I've been trying to move our ServiceDesk Server from Server 2012 to Server 2019 and after trying every possible method to tackle this- starting from the absolute half baked instructions on moving it which
eMail non requesters on request creation
Looking for some help. I have a specific service request form for employee offboarding that I'd like to notify HR and Accounting when these requests are submitted. HR/Accounting are not technicians and the emails are group emails so they are not requesters.
Recommended Template Button
Hi Can anyone tell me where you can edit the email template that the below 'Recommended Template' button triggers? Also why would this button only appear on certain requests not all? Many thanks, Lisa Microsoft SQL Server Current Build = 11140
Filters and Views
Hello all, So I love the KanBan view that I personally just recently discovered, I am wondering however if the view can be tied to a filter? Maybe this would be a good future update. What I mean is this. I have a filter for my open tickets. In that
Adding Carriage Return to Description Field inside of a script
Hi, I am trying to write custom descriptions as part of a script and I wanted to know how to insert a carriage return so I can format the Description. Here is a sample of the base Description, I would like to expand on it and add additional text complete
[Term of the Day]:Digital Wallet
Term of the Day “Digital Wallet” Definition — What is Digital Wallet? The term Digital Wallet, also known as E-Wallet, is a digital tool that enables users to make monetary transactions electronically through smartphones, smart devices, and computers.
can't answer in the request
Hello. Can't answer in the request. In the web version, can't reply to the request. The answer button becomes inactive and the answer does not go away. version: 11.2 Сборка 11203
The users site number is not always determined
The user is tied to the site. In the condition for the linked site number, the action should be performed (I turn on the alert with the display of the site number). However, the site number is not always determined (I see it in the alert). Version 11.1
[Virtual MeetUp] Free Training on Customizing Self Service Portal
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 6th session of Virtual meetup, which is scheduled for 20th May 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[SOLVED] Send e-mail to change conversation SD-77818, SDF-77584
Hi all, I want to add an e-mail as conversation to a change in the same way as it works for requests. The e-mails I send unfortunately never arrive in SD Plus. What I do is: send an e-mail to our SD Plus mailbox with the change number in the subject ##CH-xx##, where xx is the change number. If I look at the Conversations tab at the change, it seems that this is the way to do it. What am I doing wrong? Regards, Olivier
Multiple Tabs Open
Hi What is the official ServiceDesk answer. Is it recommended to have more than one browser tab open with service desk? Or should users try to keep one tab open only? Thanks.
Issues with screen layouts in latest version
With latest update to SDP the Asset screen column order has changed , specifically Service Tag column has moved over to the right. It was better how it was previously when it was next to the asset info columns. Having it beyond all the State/User/Department
[SDF-89537] User attributes not getting synced from Azure AD.
Hi Team, We are using SDP 11202 build. The users authentication is done using SAML integration with Azure AD. Earlier, when we were using LDAP the LDAP sync used to fetch all users attributes like Department, Phone, Job Title, Employee ID, First Name,
[Term of the Day]:Fintech
Term of the Day “Fintech” Definition — What is Fintech? The term FinTech is simply a combination of the words “Financial” and “Technology”. Technology has always changed the financial industry. However, the internet, combined with the widespread
Inline images missing from Solutions after 11.2 update
Hello, After updating to version 11200 (from 11139), many of our older Solutions have 'lost' their inline images. A broken image icon is displayed instead. I can still find the images stored on the server under the following folder: \ManageEngine\ServiceDesk\inlineimages\Solution\x
Run.bat returns an error
When trying to initiate run.bat and prompted for User Type (Evaluation User) and click Finish, I receive this message: Invalid License File The Details button show this: ERROR CODE : 517 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310
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