Delay Between Software Versions and Impact on Users
Hi there, I have a question. It's been over two months since your last release (version 14.8.20). This version has several bugs, some of which I reported. In the many years I've been using this software, this is the first time there has been such a long
Query for Warranty Expiration on Network Equipment
Hello, I am trying help our network engineer out. He built a query for asset records on all of our network equipment, however, warranty expiration date is a field you can build into reports. I have tried to create a custom query with query editor to add
Integrating service desk with VOIP
I know one of the goals of the service desk is to reduce phone calls But 65% of users still tend to make phone calls What is the solution? How can you really reduce call rates? Does this solve the problem by integrating service desk with VOIP ? Please write about your successful experiences
Migration Prerequisites
Where are the Prerequisites for migrating from build to build? I attempted to upgrade to version 14820 and was surprised to find out that we need to change our email configuration.
An important update: Support for certain operating systems will be discontinued
ServiceDesk Plus and Asset Explorer which utilizes UEMS' inventory module for agent-based asset discovery, will no longer support several operating systems starting December 31, 2024. This applies to all ServiceDesk Plus and Asset Explorer customers with
Active Directory
I have AD users with the "servicedesk" group who get into SD via import, but if I take the yuk group from the user in AD, the user can still log into SD. How can I prohibit an AD user from logging into SD if he is not in the "servicedesk" group?
[Change Management] Multiple selected options fields auto set multiple CAB Approval
I have a field Service affected - multiple selected and depend on what option that select what CAB, how can i set workflow or template to help me with that :( I have tried set condition but its only direct to 1 approval even there are >1 service affected
How to Set the Request Ownership Back to the Requester (i.e., Technician)?
Dear All, Is it possible to assigned the Request Ownership back to the Requester (i.e., Request Initiator) if we set the Request Status to "Waiting for Response"? Please note, the Requester (itself) is also a Technician but from a different Support Group.
Configurer et activer une enquête utilisateur
Bonjour à tous, Nous avons configurer une enquête utilisateur sur servicedesk plus. Le souci c'est que nous avons reçus les mails notifications pour la demande de note de satisfaction au début et après nous n'avons plus reçu le mail. Nous avons testé
How to Populate the Request ID and Release ID while raising the Change Request?
Dear All, Is it possible to Populate the below details while raising the Change Request? a) Request ID b) Request Subject c) Release ID Regards, Wajahath Farooq
ESM Instances
I am currently creating new instances I am wanting to know if a task or new request can be created in a different instance once a request has been approved. Example. A request for a staff move has be approved in the HR instance which then creates a new
Update Manager fail
Hello, On windows server 2019 when I try to update from version 14720 to version 14820 or 14810 I get this error. Can you help me? I tried to redownload the files but without success
report for audit successful and failed login attempts
we have ServiceDesk Plus v 9.0_9017 - MSSQL database we need a report (event in last month) with login attempt on service desk application (successful and failed) with 4 column : date and time (ordered), event... successful or failed login, username,
Discontinuation of Web Remote Functionality
Dear users, We would like to bring to your notice that Web Remote functionality will be discontinued from ServiceDesk Plus/Asset Explorer due to its dependency on the third-party library SparkGateway. For new installations, this will come with immediate
Check whether you want to modify the security contact details of the organization.
Hello team, We didn't receive the email for verification of Security Alerts. - Service Desk Plus Currently Version: 14.7 Build 14750
Dashboard Table widget
In version 14810, is there a way to set a sort on a specific column? I'm able to add a table for upcoming Change requests with their schedule start time. I can sort the column in the widget but I can't set the same sort by default. Is this possible?
Custom Trigger IF-ELSE Previous Value Save Error
Hi, I am configuring with if-else in the custom trigger. I select the previous value as in the screenshot below and save it. When I edit the custom trigger again, the previous value is removed. Thanks for support .
Want to create a bespoke group role in SDP
Dear Team, Is there a way to create a new bespoke group role that would allow privileged users to create and edit individual and Global Reply and Resolution templates? The only way that we can assign users this access is by either giving them one of the
Monitoring ServiceDeskPlus
Hello, I'm looking for a Zabbix template for monitoring serviecdesk plus availability and mail connectivity, but could not find anything suiting my needs. Is there a way to set periodical mailbox reading and sending monitoring? Sometimes my SD installation
[Script] FIELDS RULE - CHANGE TEMPLATE
I want a excute scripts help me to set value field example If Service affected have "Security" than Security affected auto set "Yes", if not set "No"
Field and Form Rules on Tasks
Hi, Team, Field and form rules on tasks would be a nice improvement over their flow. It could be possible to have rules on fields as you have them on requests, it could be possible to define something like a life cycle using roles to remove/add status
Is it possible to Configure the Pre-defined Approval Cycle on the New Custom Module?
Dear All, Is it possible to Configure the Pre-defined Approval Cycle on the New Custom Module? Regards, Wajahath Farooq
Scrollbar for photo attachments
Hello, when you click on an attachment (picture/photo) in a ticket it will open it and you can click on it to maximize or fit it into the screen. However, is there a way - when you open it in full resolution (very large pictures) - to scroll through the
OpenAI Integration for ticket response
Hi, I am working with the idea of answering tickets in a few select categories or with specific keywords with OpenAI. For example if a user submits a ticket saying a printer is not working, then OpenAI should add a reply to the ticket with instructiosn
Query to get Open status timespent calculation
Version : 10609 DB : MSSQL OUTPUT : SELECT "wo"."WORKORDERID" AS "Request ID", sisd.STATUSNAME as "Changed From", sinsd.STATUSNAME as "Changed To", case when si.NEXTSTATUSID is NULL THEN cast(datediff(d , dateadd(s,datediff(s,GETUTCDATE() ,getdate())
[SDF-57370] On Behalf Of field
Hi! I'm curious about the designed usage for the on behalf of field for technicians. I'm aware that technicians can't use that field, and it is only visible when completed by a requester. Our requesters don't have access to update their tickets. If they put the wrong user in the on behalf of field, how is it to be corrected? We are working on some functionality to pull information from other systems about the user requesting access. If the on behalf of field is populated, it's the field that should
Tagging Support Groups
It would be highly beneficial to have the ability to tag entire support groups in the same way we can tag individual technicians using the @Name format. This feature would allow us to notify multiple members simultaneously when we need to bring attention
Response template: Is it possible to autocomplete the ‘To’ field of an email?
Dear all, In ServiceDesk Plus, in a response template, it's possible to predefine the content for auto-populating fields for frequently used email responses to requests, but in some templates I'd like to have the recipient (the ‘To’ field of the email)
Report user licenses
Hi, When I register a new software license, I linked it to users. So is there any way to obtain a report that include all users associated to a licenses? My instances is PSQL Regards!
Is there a chance to hide some tabs in assets form using page scripts?
We are trying to hide some tabs displayed on an asset form using Page scripts, like for example "relationships" tab
Office 365 - E-mail Setup
Dear All, I'm trying ton configure a new ServiceDesk Plus instance for one of my customer. After many try, I'm still blocked with the In/Out E-mails setup against Office 365 (Mcirosoft Graph) I've create an application for incoming and an other one for
Resend Survey
If for any reason (smtp down,...) an user does not receive survey email, how to resend survey invitation email? Thiago.
Attachment Request Api
,Hello and good day I would like to be able to attach files to a request while creating it. However, I am currently unsure of the service URL or method to achieve this, whether using Postman or Rest Api Could you please provide a reliable solution for
Email Fetching Errors
Roughly 3 weeks ago our Servicedesk Plus system stopped successfully fetching emails. We use Office 365 as our email provider, and at the time it started saying 'Unknown Error' occurred. At the time we were running version 14.3 and could not find any
how to add a request with attachments using API?
hi i want to add a request with a file attached to it using API. what the first picture is my APIView, second is my request inn postman and third is the response which says that it's unable to parse the json. is there something i'm not doing correctly?
API Adding Attachments
Hi, I know similar questions have been asked a few times but I can't find a clear answer so I'll ask for my specific scenario. I'm trying to use the ServiceDesk Plus API to add an attachment to an existing request using C#. What I'm struggling with is how do I specify either where the attachment is on disk or (preferably) provide the attachment as a byte array. I'm aware of this help page on the old API Request Operations but I can't get the code in the example there to work - I get a message saying
Users unable to reset password
Servicedesk Plus on Windows Server 2019, With MS SQL 2022 Database. After upgrading to version build 14600, our users are no longer able to use the funktion 'Forgot password' On the "have you forgot your password" page, the user is asked in enter domain/username
[SDF-43431] Priority field is not sorted
On the last upgrade for ServiceDesk Plus to Build 14.0 14006, the priority field shows the options with no order (sorted) when opening a new incident. how can I sort that field?
Hiding Tabs & Functions
Hello, In certain ESM Instances I would like to hide certain Tabs and Functions. On Request - Hide Work Logs Under the Reply menu hide: - Forward the Request - E-Mail the Technician - SMS the Technician Is this possible? Many thanks Lisa Build Information
Import requests with excel on Custome form?
When I import requests, they are only applied to the default request! We have a series of requests that are related to a new form (Custome Incident or Service form). How to import requests with Excel that will be applied exactly on that form?
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