Can you add tags to a new template?
Is it possible to add a tag to a newly created template to search based on certain criteria?
Request Question Data in API for opening a child ticket
Hello, I'm new to working with the API so this may be a basic question. So I have been working on a Request custom function that will open a child request based on when a parent request is closed. I have been able to make this work but what I would
[Term of the Day]: Pseudocode
Term of the Day “Pseudocode” Definition — What is a Pseudocode? The term Pseudocode is an informal high-level description of the operating principle of a computer program or other algorithm. It uses the structural conventions of a normal programming
[DidYouKnow-46] Combine your user survey with request closure notification
During our interaction with our customers, one of the constant feedback we used to get is the possibility of including the user survey in the request closure notification. Assume a requester receives a notification upon resolving the request so that the
Moved Manage Engine ServiceDeskPlus installation to a different drive, now images are broken
Hi We moved our ServiceDesk Plus installation to a different drive to accomodate its continued growth, but we've found that all the images in our Solutions are showing as broken links. Is there a way that we can fix this without moving data back?
upgrade test
i m using 9.4 built, but i want to upgrade it to latest version. before i update it, i want to test it to a new server. i dont want to shut down my server in production. is it possiable?
After 11.2 update, business rule no longer automatically closing tickets
We had a business rule set up that automatically applies an incident template and closes tickets. It not longer auto closes the tickets after the 11.2. update. Please help! SmallBestOriginalRemove
Software Custom Report
Dear Team , we are looking to generate a report with below details , with ability to filter with software name Software name User Asset name service tag License name License Key PO number Department Division Asset site name @Database Name = Microsoft
How to mandate some field for approver in each stage in CHANGE workflow
Hi, I have a major change workflow in my org. In my workflow, every approver in own stage should be fill some field and approve stage for move to next stage. As matter of fact, I want to mandatory some fields to be fill-in before closing some stage of
HTML in email templates
Hi, Just wondering how/if I can edit the html of the email templates directly? I cant seem to get any html code to work in the default editor and I was wondering if there is somewhere else i should be editing the template? Thanks, Kyle
Change Management CAB Approval Levels
In the recent upgrade to 11203 the workflow editor in Change Management changed a lot. Where do we go to modify the settings regarding approval levels for CABs? We have multiple levels configured on a workflow and now we can't find the setting to modify
Changing CAB recommendation
Hello, When we move to the Approval stage of a Change, it automatically adds a CAB and emails them approvals. Is there a way to change the behavior to manually add a CAB rather than automatically? Thank you, Kevin
[Tips & Tricks] Recommended Template
Recommend template feature was released in 11138 builds of ServiceDesk Plus. When a requester creates a request using the default request template or an inappropriate template, technicians can manually trigger an email recommending the appropriate template
SAML Single Sign-On with URL Rewrites
Good afternoon, My organization recently purchased a ME ServiceDeskPlus on-premise license and I had the task of setting it up. Since we're running multiple ManageEngine services on the same server, I utilized IIS Reverse Proxy URL Rewrites to redirect incoming HTTPS traffic over 443 to the default ports of our various services. In this case: https://servicedesk.company.com:443 rewrites to http://localhost:8080 to get to ServiceDesk. That all functions perfectly fine, however things seem to get weird
[Term of the Day]: Digital Footprint
Term of the Day "Digital Footprint" What is Digital Footprint? A digital footprint, sometimes called a digital dossier refers to the data traces we knowingly or unknowingly leave behind each time we access the internet or other electronic devices.
Change request status when timer starts
Hi everybody! there is a way to set a rule that changes the status of the request when the technician starts the timer. Thanks!
[SDF-58292] Request View for Managers
Hello, Is there anything the roadmap to allow managers to view requests logged by users listed as reporting to them? There is functionality to allow certain users access to view all requests logged by department user, wanted to know if there were any
Change Management Query Not Working Please do the needful
SELECT "chdt"."CHANGEID" AS "Change ID", "chdt"."TITLE" AS "Title", longtodate("chdt"."CREATEDTIME") AS "Created Time",longtodate( "chdt"."SCHEDULEDSTARTTIME") AS "Scheduled Start Time", longtodate("chdt"."SCHEDULEDENDTIME") AS "Scheduled End", longtodate("chdt"."COMPLETEDTIME")
When will "Site" be a selectable field in "Field and Form Rules" ?
Hello - When will "Site" be a selectable field in "Field and Form Rules"? The free text field now is very cimbersome and makes updating very time consuming. Can you provide an ETA?
Asset Export / Removal
Our organization has decided to move to a different platform to manage IT and other asset types. Is there a known process to successfully remove all assets, agents, and relationships from ServiceDesk Plus?
How I can hide warning?
After install 11205 build I have next warning on the screen: But all this settings no possible for me. How I can hide warning without any settings ("Enable Force password reset at first login" etc)?
Custom Trigger Not Firing on Edit
I have created a custom trigger and set it to run "When a Request is created and edited" and when a ticket is created, runs without issue. But if I edit the ticket (change a drop-down or edit the description) nothing happens. The history page shows
[Term of the Day]: System Hardening
Term of the Day “System Hardening” Definition — What is a System Hardening? The term System Hardening is the practice of securing a system connected to the network by reducing its attack surface. As the number of cyberattacks targeting computers
Preventing blank schedule reports when data is not available
Requirement : I need to send emails to the technicians at the end of everyday listing the number of tickets that are open and on hold for them ( if any ) till the current day. My approach : Create scheduled daily reports for all technicians with filters as request status = open/onhold and technician = technician name. Now whenever their are no tickets open/onhold for that technician , a blank email will go to him. How do i prevent this from happening? I have seen other people posting on this
Extra Key Found in JSON
We have found that when I'm editing some service catalog templates that I receive a "Extra key found in JSON" error. I have traced it to editing the "Urgency" field.
[Term of the Day]: Scrum
Term of the Day "Scrum" What is Scrum? Scrum is a process framework that is framed within the agile methodology that emphasizes teamwork, accountability and iterative progress toward a well-defined goal. In software development teams, scrum can help
[Community Digest] ServiceDesk Plus - May 2021
Here is the monthly rewind for May 2021! Version and Build releases: 11203 (Released on 4 May 2021) 11204 (Released on 26 May 2021) Check our ReadME article for more details. Product Highlights: Behavior Changes : SD-94092: $Recommend_Template_Link
HRM feature
do we have this resourse management feature on Serviceddesk plus 11.2 standard version?
[SD-84669] Draft Replies - cursor moves/text no longer types when saving
When a reply is saved as draft and the green "Draft Saved" box appears over the text the cursor for some jumps back to the start or the remaining typed text is not received. Running SDP 11139. Affected users are Win 10 with latest Edge or Chrome. Doesn't
Custom Columns per View
Is it possible to have custom columns on a per view basis. For example, under the Open and Unassigned I want these 5 columns but when I switch to a custom view I want these additional columns? I've tried it but the columns stay no matter what view I'm
[SOLVED] Error when generating reports
Hi Guys, I am getting the below error when i try to generate any reports am not sure what could be the problem any help will be much appreciated. Regards,
[SD-95451]filter
Recently updated SDP+ to latest version. Lot's of assets have additional fields and we can't search on them in de regular searchfield. So i go to the category, like simcard. Normaly i use a filter for field 'simcard number", but since that field is grayed
Get Data from body of Ticket Busness Rule
Hi, We have introduced a system that generates tickets into Service Desk. Unfortunately the system that generates them can only put the username that the ticket is coming from in the body of the emailed in ticket. The ticket will look like this. You can
Tying an Application/Vendor to a CMDB Server
I am looking for a way to tie a server to a primary application. for example, let's say we have servers: server1db, server2db, server1app, server2app. I'd like to define ApplicationX with details such as vendor, etc then assign that application to the
How to update to an CI attribute using api on a newly added device.
Hi, I am trying to update some attribute in cmdb CI using API. I am not able to update when the server is newly added from scan. However, if i manually edit the server, simply edit something and save it, then I can update using API as usual. Appreciate
[SOLVED] [SD-94099]Sites no longer in alphabetical order after 11201 update
After the update to 11.2 build 11201, the "Sites" and "Groups" drop downs are no longer in alphabetical order. No other drop down appear to be affected.
How to restore a deleted Asset?
The symbol for deleting an Asset is a Trashcan, and a Trashcan in Computer-lingo usually means one can recover items from it. How do I recover Assets from the Trashcan and how long does the Trashcan save Assets?
Answers to request
11205 Not displayed answers to request. The answer is displayed on behalf of SD if SD is indicated in the copy. If you specify only the author of the request, the response will not be displayed in the request. The response from the author of the request
Mandate Field in Change Module
Hello, I'm looking at a way to mandate a the 'Outage' field in the planning stage. Any ideas?
[Blog] Best practices to write knowledge articles
Knowledge articles play a crucial role and remain as the backbone of every successful organization that provides great customer service. When users have a question that can range from solutions to common issues, product or feature documentation, answers
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