[Term of the Day]: SoC
Term of the Day "SoC" Definition — What is SoC? SoC, stands for system-on-a-chip is an integrated circuit that incorporates a majority of components (chipset features) present on a computer into a single silicon chip. Along with a processor, the SoC
Alias URL Not Working
When I type in an Alias URL, save changes and then click the "Open alias URL in a new window" option, I do not get the correct page. Instead I get the standard "Windows cannot open this page" message. What is causing this problem?
Approval Error
Hi, Wondering if any of you can help. When we send tickets for approval we get this error: I have also found the same error when trying to edit the template for approver 1. Does anyone know how to fix this, my thought is the file containing the template
Show a document attached to a user in the self service portal as an asset
Hello Community, I would like to know if there is a way to attach a document to a user as an asset or as a configuration item, so that the user can access the document from the self service portal, like he can do with his workstation or other assets.
PC name change
Greetings, what is the best practice when we change a PC after scanned in example we have PC name PC-01 we make scan device and registered as an asset PC name changed by helpdesk team for a reason what is the best practice we have to do ? Regards;
!!! URGENT !!! : Field and Forms Rules 'Site' condition DOES NOT work
Hello - When I try to build a 'Field and Form' Rule to Hide a field for Technicians based on a specific Site, it does not work. Why doesn't the "Site" selection provide a pick-list of values to choose from? It seems since we need to enter the client
Generate API Key for all users
Hello, I need to generate the API Keys for users so they can login in the SDP App, I have enable the "Allow Automatic Generation of API Key" option on SDP but i'm not sure how does it work, and i don't want to generate the keys manually. i attach some
[SD-92864] ISREAD flag from false to true not show in History tab
Hi, When I assign request to other technician, SDP show me a flag as ISREAD that changed to FALSE. But when the other technician open the request, it doesn't show me change of flag in History tab. I think it's a bug. Please resolve it. What should I do?
[Term of the Day]: Disruptive Technology
Term of the Day “Disruptive Technology” Definition — What is a Disruptive Technology? Disruptive technology is an innovation that dramatically changes the way consumers, businesses and industries operate. Clayton Christensen popularized the idea
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User, As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. Note: This restriction is not
Microsoft outlook Plugin
I need the download link for the Microsoft Outlook add-in. I need the Service Desk Microsoft outlook ad-in for our Microsoft outlook 2016. We do no have Office 365 so we cannot take advantage of the online version. I am looking for a method to manually
Cacerts file is getting replaced in latest builds
There is no reference or warning in release notes about cacerts being replaced. Due to this we faced problems with customer deployments where we have self signed certificates generated with gencert for Email, LDAPS communication etc. Please guys give
Update to 11139
Hi ALL! Anybody has successful update to 11139 ? I try test instance update and have many errors like 1) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 53) was deadlocked on lock resources with another process and
Feedback Requested: Option for email notification when scheduled status change takes place
Hello SD+ Forum members! Looking for your valued input with regards to a feature request. Currently, as you may know, you can now schedule a ticket to change status automatically on a specified date and time. Noticing this change, when it happens, is the topic of this discussion. As implemented, the status of a ticket will silently change on the date and time specified and would be immediately noticeable to anyone on the requests tab with an appropriate filter selected. I and the SD+ support team
[Term of the Day]: Semantic Web
Term of the Day "Semantic Web" Definition — What is Semantic Web? Semantic Web, an extension of the World Wide Web (WWW) in which data are given well-defined meaning (semantics), better enabling computers and people to work in cooperation. In 2001,
How to filter requests based on modification date using REST API
Hello, I want to filter requests based on modification date using REST API. For example ,I want filer request which modified after specific time. How can i do this operation using REST API? Thanks
change management and editing the form data
My client is working with change management. We've added a custom field "Session ID" to the template for the change. Their business process is that the Session ID field isn't filled out until the change is nearly completed. The problem is that even though
Cannot close requests for specific requestors
We have three contractors who are part of our team. When any of them open a request, we are unable to close it. When we enter the information on the Resolution tab and click Save, it simply clocks forever. We can close the request by selecting it in
Disallow requesters to reopen request by answering email
Hi, How can i disable the option requesters have that reopens a request when they apply to the email sent when closing a call? Thanks, David
Unable to run Query
Good Morning I have upgraded our version of ServiceDesk from 10017 to 11100 and am unable to run some of my reports anymore. The one below is for our HD Productivity - Today report that was created. We are on PQSQL. Thank You select DISTINCT(re.first_name)
Response to public and private requests
When you send a reply to a ticket, it is marked as public (green padlock) or private (red), could you tell me how these requests are created, are they random or do they depend on some kind of configuration? Thanks
Restrict Technician access by Site
Dears, I have created two Sites X& Y and assigned specific Technicians to provide support only to requests coming from a SITE X only via support groups. However, if the technician clicks on the dashboard, he can still view the requests of site Y. Further
a requester and an editor should edit ticket and notify approvers only once
Good day, we want to communicate an employee entry via the ServiceDesk. The requester and the editor should be able to check off a checklist, in the form of resource information, with the onboarding tasks. However, all department heads in the company
Annoying system update bubble
How do i turn off the System Update notification bubble? It comes up but when i click on it i get an error proxy error (we don't use a proxy server).
Actions options
Hi, after upgrade, SDP to the latest builds 11138 the option under action not available ( change request from service to incident or incident to service) where can find this option please.
Critical : Error while invoking backup
Hi, We have received the following alert for our ServiceDesk and would like some assistance please: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance
[SDF-66541] Add requests shared with me to my custom view. Is it possible?
I have a custom view showing all my open and on hold tickets assigned to me. Is there a way to also add any open and on hold tickets shared with me to this custom list? I know there is a default view that has "Requests Shared with Me", but I would like
[SOLVED] SDP Catalog
Hello to all, is it possible to unified Service Catalog (incidents and service requests) at portal? We would like to show all catalog at same page. https://servicedesktest.com/Templates.do?module=incident https://servicedesktest.com/Templates.do?module=serviceRequest Thanks in advance
[SDF-92722] Asset Import Log
Where can I look to find .csv import history for assets? I'm trying to troubleshoot an issue of imports not going in and I need to find out if it's user error or system error first. But right now I can't find a way to see when a .csv import has been performed
Actual Time Spent in report or zoho report
In servicedesk plus. I would like to know if there is a way to make a report with the actual time spent on the requests. Could this field be used in zoho report?
[SDF-92713] Modbus Protocol
Hi, Many infrastructure devices of data centers such as UPS, chillers, diesel generators, electrical panels, etc. support the modbus protocol and because they are industrial equipment, they do not normally support the SNMP protocol. These devices have
[SDF-92712] Number of attachment limit warning
Hi, Recently we came across an issue where a user couldn't amend or save a purchase order in Asset Explorer, turned out that there was a hidden limit to the number of attachments allowed in a PO (50?) Although a lot of it will be down to user training,
Floating Toolbar: System Log
Small feature request to include a floating toolbar or the ability to move between pages at the bottom of the page:
How to prevent change request status to resolve when the task is open.
Hi, I added 5 tasks under on Request. How to force technician to complete their tasks and after that can change request status to resolved? in my situation, technician bypass the workflow and without update the tasks, change the request status to resolve.
Ticket differentiating
there will be a situation where the ticket will be owned by one function and they will be requesting other function for some log/trace or other task to carry further analysis/troubleshooting for that incident For the above scenario is there any possibility
How to automatically close requests that are in note word "closed" ?
For example, I have a ticket. I add a note with the text closed. I want the status of the application to change to closed. SmallBestOriginalRemove
Reporting on specific field changes
Is there a report, or a way to make a report that will show me tickets that have had specific fields changed? I'm looking to find tickets that have had their ResponseDueBy Time, and DueBy Date changed as well as who performed this change and when. The
How to change HH Format in Calendar
How can I change the (hh) format shown in a calendar field? For example instead of 16 being an option, I would like for it to be 4 PM. (this is more understandable for our users)
[Term of the Day]: Green Computing
Term of the Day "Green Computing" Definition — What is Green Computing? Green Computing, also known as Green IT is the study and the efficient use of eco-friendly computing technology. It is unfortunate that IT is responsible for about 17% of the
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)? Its possible?
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