[SDF-83005] Tasks generated by Business Rule after Request Closure (using Request Closing Wizard)
Hello, I am looking for advice on generating & managing mandatory tasks within requests, as my previous method is not working too well since SDP v10. Perhaps there's a better way to handle this. I use Request Templates to generate important tasks on some requests. These tasks must be closed before the technician can close the request. The templates are usually applied by a Business Rule, which is based on the request Category/Sub-category fields (also mandatory fields). When the request is given
Task Deletion
Hi, Would it be possible to disable the access to delete task for certain users?
[ForYourInformation -25] Self Service Portal has been enhanced with new Themes
The Self-Service Portal is a place where the users often visit to manage tickets and to know more about the tasks, announcements, stats, etc within his scope. The Administrator of ServiceDesk Plus can re-arrange widget, change themes periodically, which provides a fresh look and feel for users. In version 11 build 11005 we have introduced four themes that are customizable. Refer to the screenshots given below. Prime Misty Spearmint Ocean To know more about SSP customizations click here. Next - [ForYourInformation
ESM and number of techs per license
We're creating our first ESM instance. Only two users/techs will be using this instance. We do not want either of these techs to be an admin--just regular techs. How does the licensing work in this scenario? And how does the "Owner" work in this scenario? We want any of our current SDP admins to be able to manage the instance. We do not want the techs assigned to it to manage anything. I feel like we would only need a two tech license for this, but I just wanted to make sure because I'm a little
Reply on closed Request behaviour
Good Day Everyone If someone replies through E-mail on a closed request, we are using the Option "Append the reply as conversation to the request and notify technician". This seems to work fine. However, if someone replies to a request who is not the Requester, then the ticket will be reopened. For us this is not really useful since a lot of people are often involved in solving the case and might answer afterwards, not just the requester. Is there any way to solve this?
Custom Scripts - How to automatically share a request using custom triggers
Hello users, This post will to help you share a request automatically using custom triggers.The feature to share request helps technicians and requesters to access a request that is beyond their scope of viewing and editing. You can find more information about this feature here . This is done using an API call to share a request in ServiceDesk Plus.Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for sharing a request.The
How to stop using TLS1.0 when fetching emails
Our exchange server must have TLS 1.0 disabled to pass a security audit. However we have noticed that the handshake from ServiceDesk, when collecting emails via POPS, uses TLS 1.0. See wireshark output below. How do we force ServiceDesk to use TLS 1.1 or 1.2?
Create an incident request for a users group simultaneously by technician Instead of duplication an incident request
Hi, Sometimes it is necessary to simultaneously create an incidents request for a group of users. for exapmle: "Failure to enter payroll software" for UserGroup:"Finance staff" Can you do this now or in the next release? Like Outlook User contact Group Concept
Project and Tasks report is not working
Hello, The following report is not working anymore. Please help me fix it. SELECT projectdet .PROJECTID "Project Id" ,projectdet.TITLE "Project Title" ,projectstatus.STATUSNAME "Project Status" ,projectowner.FIRST_NAME "Project Owner" ,c.comment "Comments" ,md.Milestoneid "Milestone ID" ,md.TITLE "Milestone Title" ,mdon.FIRST_NAME "Milestone Owner" ,mst.StatusName "Milestone Status" ,(select case when md.Createddate=0 then null when md.Createddate=-1 then null else dateadd(ss, md.Createddate/1000,
Scripting problem
Hi, I am having a issue with a script I have been running to populate the subject field with more information after the incident has been submitted. What I want it to do is pull the information that the requester has put into the Subject field and then insert "Incident - CATEGORY -" in front of it (and also pull the Category from its field and insert that too. I am using the script below on form submission but it inserts the "Incident - Category -" part twice when it submits, can you see an obvious
SDP SAML SSO
Hi, is possible to use SAML authentication for SSO? Your Version : 9.3 Build 9327 Thank you Jacir
Script Master 16 : Populate request details on tasks associated [ISSUES FIXED]
Hello users, Hope you all are well. Today's script will help you populate the request details on tasks associated. Say, an incident/service request template has multiple tasks associated and each task will get assigned to a technician. When a task is executed, the technician might have to know some details from the parent request. This script will allow you specify the field names and it will be replaced with the respective values when the request is created. That is, the description/title provided
Problem with description field on requests
Hello to all, after upgrade to 10507 version, we have experienced some issues with body message of emails. After create a request by email, SDP doesn't show correctly body message correctly (SDP shows only in one line without line breaks). It not happens in all messages. We can see any common pattern in the message fails. Do you know how to resolve it? Thanks in advance
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
ITIL 4 compliance - Is SDP and SDP MSP compliant with ITIL 4?
Is SDP and SDP MSP compliant with ITIL 4?
New Errors on Business Rule
Script Action : Executed from business rule id 1501. Result : Execution failed Comments : Premature termination - External Process is not Completed This is a custom integration to connect our On Prem version of SDP to Opsgenie. This was not giving errors before and we would like to know the source of the issue. I have attached the python scripts for connection to Opsgenie. postto - sends the JSON to Opsgenie. sdplus - sends the JSON from Opsgenie to SDP
Auto-approve change request when all CAB members recommend it not working
Hi, I've been doing some testing and with this feature, but it doesn't appear to be working. I have the option selected in the workflow. The selected CAB members get the messages from the system. But when all of the CAB members have recommended, we still have to approve the CR manually into the Implementation stage. Is there a stage status that needs to be set to get the functionality of the auto-approve to work? Thanks, Patrick Korman
Invoice ESM ( Financial Instance)
Finance staff want to create a facility similar to the purchase module but for sell module in ESM ( Financial Instance) 1- Ability to design invoice 2- Exporting invoice to PDF format 3- Send invoice to the Requester 4-use 1000 seperator (,) for display large numbers field Is it possible?
Solution Search is not displaying expected Solutions
Hi folks, I've submitted a support request, but I'd like to ask the community if you are getting similar results (or lack of results) when searching for solutions. We're really trying to push the use and adoption of our self-service portal. We're experiencing some issues for both technician and end-user searches, and we would like advice about how we could better create our solutions or, if it's not just us, bring to light some challenges that might be addressed with a technical solution. I'm going
Add Resource to PM and Incident Template
Heelo Is a way to add Resource to PM and Incident Template in Servicedesk plus?
[SOLVED] Upgrade to 10 error from 9.425
Hi all i try to upgrade from 9.4.2.5 to 10.0 and i have a popup with: "please start and stop the service desk service once before upgrading" I start the service and stopped, but i received the warning continuosly. Can i help me?
[DidYouKnow - 25] User Account Lock Feature
The user "Account Lock" feature prevents security breaches and protects user accounts from potential fraud or abuse. Security settings allow the Administrator to configure security-related options without looking for Technicians to help solve security issues. Administrator in Service Desk Plus can enable this feature at [Admin tab -> General settings -> Security settings ] "Configure account lockout threshold and duration" The admin can configure the settings in such a way that, if a user enters
How to Add/associate Purchase Order number in CI Details of already existing or new workstation asset?
Hi, I see there is Purchase Order number field in CI Details of an asset, for example a workstation asset. But I cannot find any way to edit or add a purchase number to it. Can anyone show me the steps? Thank you all... We're using the latest ME ServiceDesk Plus version 9.1 build 9111.
Adding more then 5 layers of approvals
Is there a way to add more then 5 levels of approvers? We have a few reqests that typically require a few addtional approvals then we are currently able to add.
Report users with the role of approver
I would like to know how I can generate a report where all users with the role of approver are visualized Version SD: 10510 DB: SQL Server
Manage Engine Service automatically stops: EOFException Error
Hi Manage Engine, Hope all is well. We would like to ask for your assistance in troubleshooting Error of our Manage Engine Service Desk Service as it automatically stops seconds after starting. If we're opening the path and file: \ServiceDesk\server\default\log\serverout0.txt, We're seing error: EOFException [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|: java.io.EOFException| [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|: at java.io.DataInputStream.readInt(Unknown Source)| [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|:
how to force stop sync SDP to Advanced Analytics
Hi, I integrated SDP to Advanced Analytics but I get 20 Million error log records in pendingUploadRecord table. I unchecked "Enbabled Advanced Analytics Menu" but already generate error log in pendingUploadRecords table. Also I remove all configuration, but it doesn't stop sync scheduling. I don't know reason of this problem. What should I do? SDP version: 10513 Advanced Analytics version: 4300 Database: MS SQL 2014 Thanks for helping
[SD-82943] IE11: Error message when running a report
Had a few users report this pop-up message when running a report. IE 11 MS SQL v11004 The report does run afterwards and users do not receive the message in other browsers.
What does WHERE (wo.ISPARENT='1') mean in a query?
I've seen this used a lot in queries provided to users: WHERE (wo.ISPARENT='1') It seems to eliminate deleted records from a query. Is that a proper use for that condition? Are there other things that field is used for? Thanks! Joanna
how to make technican mandatory and remove unassigned technician.
does anyone know how I can removed the unassigned technican option? I'm trying to prevent users from throwing tickets into unassigned.
Report show incidents by category by hour
For the purposes of tracking calls during a GO Live, we would like a report that could be generated to track tickets by the hour for specific subcategories. How would we set this up aside from a scheduled report, since the teams who would need it would vary?
Report request
Hi I need to create a report to show requests/incidents that have come in during certain times of the day. Any ideas on where to start? Dave
Importing a CSV results with errors of "null"
I am attempting to import a CSV of asserts into ServiceDesk Plus and it is not accepting any line of the file. All it says for an error is "null". Any help is greatly appriciated.
Error 1008
Hola, estoy queriendo actualizar mi ServiceDeskPlus Al aplicar este pack me da el siguiente error Tengo la version: Saben cuales el problema y tambien cual es la solucion? Muchas gracias Felipe
how to attach a file to a request with REST API v.3
Hello, can you provide an example of how to attach a file to a request with a given id with REST API v3? There is no documentation for that, just a tool in admin- api which uploads a file but doesn't say how to do it... I tried : input_data={ "attachment": {"request": {"id": "979"}, "name": "filename", "content_url": "correct url to some file with filename" } } result: {"response_status":{"messages":[{"status_code":"4001","type":"failed","message":"value for fields [name] [content_url] is incorrect"}],"status":"failed"}}
How to unselect all checkboxes in a resource
My new employee on-boarding form is complex. I have a summary box that contains checkboxes for a number of services. Simplified Example: [ ] Email [ ] Billing System [ ] Medical Records System ... If the user checks off one of the services in the summary box, I display a resource box specific to that service. If they uncheck the resource, then it hides the resource. For example, if someone selected Billing System they would now see a resource Billing Details [ ] Insurance Module [ ] Scheduling
Unable to View Tickets
Experiencing an issue where some users are unable to view tickets to regions/sites that are assigned to their profile. This doesn't happen to every person or every site. It is random. Any help with this issue is appreciated.
Login: "User does not have sufficient privilege."
After updating to build 9112, we some times see this error when logging in: "User does not have sufficient privilege." Even after rebooting the server, closing browsers & clearing caches, it still happens. It happens in both IE and Chrome. It happens to regular users and admin/technicians, alike. It happens when logging in to the main page as well as using links to specific solutions/requests. Ideas? Thanks
Problem with email after update
After update 11004 the email system has stopped working correctly. It turns itself off. I have updated to 11005, but it not fixing problem. I had started service email User:lmosina trying to update Email Setting after that i had two errors Error when processing mail: Error processing email with subjectOfMail : Notification: 1 and messageid : <db4a47fd-f9e0-4677-b781-296f4dc84122@EtrNotification>. SO STOPPING THE THREAD Info in email fetching: Server started at : Fri Nov 08 09:55:28 MSK 2019. Current
[ SOLVED ]Solutions Last Updated Changes When Solution is Viewed [SD-76330]
I have noticed that the Last Updated field in a solutions record changes by just viewing the solution. I have included a screen shot of this behavior. The history shows it was actually last updated in 2018, not today.
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