Feature Request: Add variables to Change notifications
We'd like the ability to provide a link to an attached ticket via this change notification: Right now the variable to share the attached Incident is: $Incidents We like to also include $RequestLink and $TItle for the Request in the notification.
Ability for Approver to reply to ticket
Hi I think a good feature would be if an approver of a request can have the ability to reply to a ticket before they approve or deny a request. that way if they need anymore information they can ask for it before making a decision Regards Adam
Which TLS version for SDP+?
We use Office 365 for our email, including mail sent to/from our SDP+. Microsoft is going to disable support for mail on < TLS1.2 in a few weeks. Our mail server settings are to use TLS, but it doesn't indicate what version it uses. Is this something that is managed through SDP, or does it depend on the server on which it's hosted? If the former, how do we know what version it uses, and how can it be updated to 1.2 if it's not?
Sum Total Amount in a Field
Can we sum the total amount using query report? We have a field where amount is entered and we need to generate the total amount for a report. I tried to use the SUM(field) but I get a " function sum(citext) does not exist" error
Service Request Life Cycle - Worklog Addition under Field Updates.
There should be a way to add the ability to force a worklog into the Service Request Life Cycle. What are your thoughts and opinions about this?
Default templates
Is it possible to display the drop down incident templates when the user clicks "New Incident" rather than displaying the default template? If so, how do I do it. If not, I think it would make a useful feature to give admins the ability to select which is displayed. In our inevironment we do not want the users using the default form but are constantly having to remind them not to.
Mobile App not scanning bar codes properly - app keeps closing
Hi, I am testing out the Service Desk Plus scanning function for our IT assets by using my Sony phone. I have installed SDP on my mobile and have been trying to scan the bar codes. The bar code details appear but when i go to add it on SDP after i click the tick box, it keeps closing and says "ServiceDesk Plus has stopped". I can either Open the app again or send feedback. Why wont it let me add the rest of the asset details? I can see the next page but then it closes on me and then i have to
REST API and Request Template Trigger all tasks
I am using a powershell script to parse a csv file and create template tickets per line item. So dependent on that data I will be calling different Request Templates, each with their own set of tasks. Is there a way to use "request_template_task_ids" or some other way to trigger all tasks on that particular template, as opposed to having to put each id in for each task I want to trigger? When I run the REST API and create a ticket using a Request Template, no tasks trigger. Thoughts?
remote control via chrome
Dears, SDP remote control supported goofle chrome or not? becouse the remote working thru IE but with chrome not working. BR,
User Management - status changes made on a request and who performed it
This report helps to find status changes made on a request and who performed it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", std.STATUSNAME "Request Status", wo.TITLE "Subject", woh.OPERATION "Operation", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, std1.STATUSNAME "Changed From", std2.STATUSNAME"Changed To" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
IT analytics in 90 seconds: Track non-compliant assets in your help desk
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The choice is SLA for the service in the service catalog.
It is necessary, depending on the values of priority / urgency, to change the value of sla. Those. Is it possible to create business rules for the service catalog, and set the value weakly depending on the input data. Probably it is possible to implement a script, help, please. Thank.
Reply Template with Version 10.5
Reply templates no longer preserve the technician signature when they apply a reply template. Previous versions did preserve the signature when a reply template was used. Will this be resolved in the near future with a subsequent release? Thanks, Craig Rice
Print Preview -- view Approvals
For some of our templates we'd like to be able to print pending and approved approvals. Currently the print preview does not contain an approval option.
User Management - priority changes made on a request
This report helps to find the priority changes made on a request. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.DUEBYTIME) "DueBy Time", rtdef.NAME "Request Type", LONGTODATE(OPERATIONTIME) OPERATIONTIME, pd1.priorityname "Changed From", pd2.priorityname "Changed To", aau1.FIRST_NAME "PERFORMEDBY" FROM WorkOrder
Report by 30 mins
Hello, I am after a report that shows tickets created by 30 minute intervals by day/week, can I have some advice on how to ahcive this please?
unfollow community
Dears, could anybody tell me, how i can leave the discussions ? There is no Button for unfollow the community !
Service Desk restore failing
Can you please assist, i am failing to restore a backup to service desk running on postgres. Below is the error we get when restoring. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh
Providing Service Request Approver rights to all requesters.
Good day. I have more than 15k requesters in my company, please tell me how I can systematically grant all employees the rights Service Request Approver. Thank.
About Requester stopped showing in Default Request Template
I want to create request template. When I create template, technician is working but requester is not working. When I open requester preview, template set mine to blank and stopped showing. What can I do? Thanks
SDP 10013 - Approved/Denied notification template with missing fields
Hi, after upgrade from ver. 9.4 to latest 10.0 (on Postgres) we experienced some issues with mail templates. For exeample, in "Notify requester when a request is approved/ rejected." one, we're not able to find the variable for "Comments". Any suggestion? thanks in advance alessandro
Attachment preview is not working
Error says Preview is not available for all attachment. Even new ones added since update. MSSQL Version 10.0 Build 10009
File preview not available
Hi I notised in SDP 10 that when I click a docx or xlsx file a message "Preview not available" is displayed. Is it possible to add some kind of file preview extension for common files types, like Office and pdf files? Or is this a feature for a later release? SDP build 10008 and Windows 2012R2.
Making Notes Public as Default
Hi, Anyone know if there is a config setting somewhere that will default all notes to be public rather than Private and not rely on the Technician to make Public? If so, has anyone every done this, and did you find it improved communication with end users? Thanks Lisa
Service Catalogue Resource Info Mandatory
I've already created a thread months ago regarding the visibility of the "Resource Info" in the "Requester View" tab when creating a new Service Catalogue Template. This is still an issue. But furthermore I just realized that you can't make the Resource Info questions mandatory. Please add this option - it doesn't make sense that it's not already one.
Automate Task Closure
Is there a script available to close Tasks that are in a certain state to a new state? Use Case(s): We currently have the setting for 'Task Closure Rules' to only consider a Task completed when it is in the Closed state. Our techs still end up using the Resolved state to signal they've completed a tasks. Additional, we have workflows where tasks are triggered to start upon a closure of the parent task. Our business partners use these triggered tasks as a notification to begin work and prefer not
Reply to Notification creates a new request
Reply to Notification creates a new request. If you send a notification to someone ie. a technician for them to fill in a section or for information and they receive the email and click on reply it sends an email to ServiceDesk and ServiceDesk creates a new ticket based on the email.
Use rich text editor in more fields
The Project Description field uses the rich text editor. Request the same in: Project comment Task description Task comment We want to link from ServiceDesk Plus as a project management tool to project artifacts that available via HTTP URLs. If we put URLs as text in there is hard to read and isn't hyperlinked. Thanks, Tom.
How to move templates from a test server to the live environment.
I have a group of new templates on a test server and want to move the to the live environment. I only want to move the templates. How can this be done?
Adding Specialist
Hello, Please help: When adding a specialist error appears.
"An error has occurred. Reload page. If the problem still occurs, contact support" Screenshots in attachment. Thanks.
Reports - Advanced Filtering - Notes and Conversation
Is there a plan to enhance the Advanced Filtering of the Reports module to include: Notes and Conversation?
Document Management Workflow - Possible ?
I have a document that I need groups of users on a number of different sites to sign - The document has been loaded into CMDB for version control etc Is there a workflow I can instigate in SDP for this to work something like 1 - Ticket logged - form goes to user 2 - User Confirms sign off - custom field 3 - Notifies designated manager for approval 4 - On approval - ticket closed or returned to SD team for closure Thanks in advance for any ideas on this
Updating an existing F&FR
Noticed today when trying to copy an updated Rule to another template, the message received is misleading --> green messaging when task was not completed: This leads to my second question. - I created a rule and copied it to all our templates. Today I went to make an update to this rule and tried re-copying it again to the rest of the templates. What's the best way to do this without having to rename the rule, copy it again to every template, and then delete the old rule across all templates?
Creating dashboards
Hello - I have created a dashboard and would now like to add reports I have made to this.
Plan for adding another layer of authentication - FIDO2, U2F, Smart card, and OTP
Is there a plan to further secure logins of technician using any of these technologies - FIDO2, U2F, Smart card, and OTP?
Lexmark Printer SNMP Serial Number
Checking the forums i've come across a number of posts relating to SDP not picking up Lexmark printer serial numbers, does anyone have a solution other than raising a ticket? I've added the below line into \server\default\conf\SnmpConfigurations.xml <SnmpConfiguration devicetype="Printer" vendor="Lexmark" attribute="SerialNo" oid=".1.3.6.1.4.1.641.2.1.2.1.6" /> The below link details the OID info http://oid-info.com/get/1.3.6.1.4.1.641.2.1.2.1.6
Protecting ManageEngine, ServiceDesk Plus site with certification authentication or second factor authentication
We run ServiceDesk Plus on our local network, but would love to access it from the outside without the need for VPN. Because there's some moderately sensitive information in the tool, I want to protect it with more than just usernames and passwords. Has anyone had an experience with locking it down further? I see two options: 1. Requiring a client SSL certificate to be installed; this would lock it down to specific machines with that SSL certificate. 2. Using some sort of two factor authentication.
How to automatically add an asset to an incident or change?
When creating an incident can you have a specific asset added automatically, triggered by the category or in a template or created from a business rule?
Change template: Disable field Created Time
Hello Support. We have ServiceDesk Plus v10506 on Windows Server 2012 R2 with MSSQL 2014 In our Change template, we have configured the rule to disable the "Created time" field for all users. This rule works when a new change is created or when it is edited from the "Edit" button (works perfectly). But, it is not working when we edit the change directly from the form. The form is allowing to modify the "Created time" field. We want all users not to be able to modify the "Created time" field. How
Due By Date Update using REST API
I have successfully created EDIT requests with the API that change fields like description, requester, status etc. however, I want to update a tickets Due by Date as well. I have it working perfectly on the test SDPlus that we have set up but when I attempt to update on prod, the ticket says it was updated but the date does not change. Here is my request: OPERATION_NAME=EDIT_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <DUEBYTIME>10 JUL 2019, 12:00:00</DUEBYTIME>
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