Custom View - Logged in Technician
Has anyone had any success creating a Custom View that would filter based on the Technician that is logged in? I am trying to create team based views and want to only show requests that are either unassigned or assigned to the person who is logged
Active Directory import not updating fields for users in SDP
Hello, We are trying to address an issue where users have outdated information in SDP. Certain fields like Department and Site have been updated for many users and our scheduled Active Directory imports are not updating these fields in SDP. However,
How to cinfgure Operarational Hours when Site & support team are in differing time zones?
Hello - My Operational Hours are 9:00 to 18:00. Let's say I have a Site in Arizona but my team supporting that Site (client) is located in São Paulo, Brazil? How would I configure the Time Zone & Operational Hours? Would I configure the Site with the
Export Service Catalogs
Is there any option to export service catalogs templates to excel ?
[Term of the Day]: ATM
Term of the Day "Asynchronous Transfer Mode" What is Asynchronous Transfer Mode (ATM)? ATM stands for Asynchronous Transfer Mode is a networking technology where data is transmitted not in bits or frames, but in packets called cells. These cells
Can I get 9400 Install Files ?
I've got a badly messed up install of ServiceDesk Plus running on a server that is used by one of our small teams, there are enough things wrong with it that I don't think it is worth salvaging and I want to give them a new build. However one of the problems
[SD-92973, SD-93016] Update to 11139 Issues
Hi All, Just thought I would note the issues we are having with the new update so far. will add more as I find them/ update when / if they can get fixed. So far Form rules are broken - Logic to hide/show/mandate is broken just doesn't work Time fields
Asset Explorer/Asset Scan
Hi I am testing the Asset Scan in our test environment, and I have a number of questions. We currently have a lot of laptops that regularly change IP address ranges depending on where they are located (internal or external/remote) - can you outline how
Allow JS script to retrieve requester attributes in ServiceDesk Plus
ServiceDesk Plus allows user to write a small JS script to modify form fields on form load/edit. The functions to retrieve information are quite limited, and do not provide the ability to retrieve user defined attributes using the $CS.getValue() function,
Masterclass 2021 - Episode 2: 5 hacks to create and deliver an effective Service Management using ServiceDesk Plus (25th March)
In the second episode of the ServiceDesk Plus masterclass, we will discuss how you can build an effective Service Catalog that is ideal for your organization's needs. Key areas that will be covered in this masterclass episode: Hack 1: Define specific
[Blog] Boost First Call Resolution rate with these best practices
First Call Resolution, also known as first contact resolution and commonly known as FCR is one of the important IT support metrics. It refers to a team's ability to resolve a ticket — be it a question or an issue — in the first interaction with the user. It
Trusted/Self Signed Certificate Failure
Hi all, Since updating our standard license a few days ago, we can no longer create tickets via email. The error we receive when checking mail fetching refers to a certificate error, but I cannot find where to resolve this issue? The troubleshooting page
[Term of the Day]: Software Defined Networking
Term of the Day “Software Defined Networking” Definition — What is an SDN? Software Defined Networking (SDN) is an architecture that gives networks more programmability and flexibility. In 2009, Kate Green from MIT Technology coined the term Software
[DidYouKnow-45]How to Auto Populate User Defined Fields(UDF) on a Ticket
One of our Community users has requested the following function in ServiceDesk Plus. When a user submits a ticket. The User Defined Fields (UDF - store users AD attributes), should get auto-populated on request additional fields based on the user who
How to handle automatic request status change based on user response?
We are running SDP build 10000 on Windows / MSSQL and are facing a challenge of keeping track of abandoned requests. Consider this use case: User opens new request without sufficient information Technician responds to request asking for additional info
Java and Request API
Hi, I am running some Java code that returns a JSON object from Requests API. If I request any more that 100 records, it only returns 100 records. If I run the same query through the api interface in Manage Engine ServiceDesk plus I get back the
Change request custom trigger
Hi, I'm working on a change request custom trigger that will send some of the change request details to a Teams Channel. I want to include the change requesters name in this but i cannot find this variable at all when reading the json file. Has anyone
[Term of the Day]: Data Governance
Term of the Day "Data Governance" What is Data Governance (DG)? Data governance is a process of identifying important data across an organization, ensuring it is of high quality, and improving its value to the business. It is like the WHO-WHAT-HOW-WHEN-WHERE-WHY
Add count of template usage
Hello, I need to add to the following query: select rtl.templatename "Plantilla", rtl.status "Estado", qd.queuename "Grupo de Soporte", cd.CATEGORYNAME AS "Categoría", scd.NAME "Subcategoría" from RequestTemplate_Fields rtf left join RequestTemplate_list
Need to be able to attach image or document to task templates
HI I know I can add an image or doc to a task. BUT I can't add an image or doc to a task template. Can you please add the ability to add a doc and or image to a task template? This would save us lots of work because we reuse the task templates they always
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
[Term of the Day]: Virtual Desktop Infrastructure
Term of the Day “Virtual Desktop Infrastructure” Definition — What is VDI? Virtual Desktop Infrastructure (VDI) is a desktop computing solution that extends Server Virtualization to the desktop. VDI was coined by VMware for its VMware server and
[Community Digest] ServiceDesk Plus - February 2021
Here is the monthly rewind for February 2021! Version and Build releases: We had 2 build releases 11139 (Released on 1 February 2021) 11140 (Released on 19 February 2021) check this link for more details. Product Highlights: Framework Upgrade Information
Data have not been completely synchronized in ManageEngine Analytics Plus due to an unknown error.
Hi everyone, Did anyone encounter the captioned issue? Here is the message that show under the Integrations - Advanced Analytics tab. The issue happen since upgrade the SDP+ to 11039. I'm recently upgrade to 11.1 Build 11140, but this issue remain existed.
[SDF-52086] Scheduling a task to run in the future
HI We have tickets with many tasks that we would like to schedule the task notification. We would like to setup an entire years worth of tasks and then have the support group get the task notification each month. Currently if we create tasks we can schedule
Request templates for technicians only, to speed up process of documenting repetitive requests
Does anyone use Request templates to make it easier for technicians to create and close tickets for repetitive tickets like unlocking active directory accounts? The Unlock Account template we have created has the status set to Closed by default because
[Term of the Day]: Universal Naming Convention
Term of the Day "Universal Naming Convention" What is UNC? Universal naming convention, also known as uniform naming convention, is a standard for identifying servers, printers and other resources in a network, which originated in the Unix community.
[SDF-44999] Be able to "Follow" or "Subscribe" to a Request
Hey, We would like a feature to be able to "follow" a request. For example; if you're not the technician that are working on the request, but still needs to take part of the replies, information or updates that are coming to the request. We would like
Request Custom Menu running PowerShell script from HTML
Firstly thanks to 'P Seshadri' for help in this post with out him this would not happen as Manage Engine told me multiple times that this is not possible. What is it: A way to present the technician working on a ticket a HTML form which they can fill out and on submit the server will run a PowerShell script to preform some action. Why: Presents a simple way to run PowerShell scripts to service desk and ensure that they are running the correct scripts. Scripts have access to contents of tickets such
Need to run a report for Assets with Missing Dates
How can I create a report to show all assets that do not have an Acquisition date, Expiry date, or warranty expiry date? This would help us check for missing data so that we can get it filled in.
Backup restore error in 11135
Hi, I want to restore backup file that generate with backupData.bat, but unfortunately I get error: Reason For failure: The INSERT statement conflicted with the FOREIGN KEY constraint "Resources_FK6". The conflict occurred in database "servicedesk3",
How to set approver by requester manually
I am designing a new service catalogue and I need to have a field to choose approver manually by requester, because approvers change from time to time and it is impossible to track them. What should I do in this matter?
[SDF-85898] Time spent percentage
Hi, I'm using last service desk plus version and postgresql database. My question: is there any way to obtain a report with time spent by category at day with percetage values and not hh:mm? I would like to obtain what time percentage my tech waste per
[Term of the Day]: Uptime
Term of the Day “Uptime” Definition — What is an Uptime? In the world of computer technology, Uptime is the time that a website or web service is available to its users over a given period. It’s a measure of system or service reliability and stability.
Accepted attachment types
We have recently noticed that when ticket is raised via email and there are attachments without extension attached to that email, the attachments are stripped from the ticket raised on service desk plus. Question is is this is a known problem and how
Is it possible to make it attachments mandatory before a service request can be subimitted?
Is there functionality available to make attachments mandatory before a request (using a template) can be submitted?
Change script to only include tasks from this month
The below script shows time spent by technicians on projects. I want to modify it to only show data from this (Current) month. What do I add in the script to do this? SELECT pd.projectid "Project ID", pd.title "Title", pd.projectcode "Project Code", aa.first_name
Time Limit to request Toners
Hi, I want to limit end users from requesting color toners for 5 months. I have a service in service Catalog to request toners but we have limited stock and need to make a rule preventing end users of requesting another toner unless 5 months period
Wrokspace not found! Please check weather the workspace exist
Hi, I integrated the SDP with Analytics Plus successfully two months ago. Two weeks ago I was faced with problems in this integration and I had to remove integration as manually by this query: update zohoreportsconfiguration set param_value=null where
Solution customization
Would like to have the ability to customize the images to always be best fit or at least have the option to set defaults for Solution images and formatting at the solution approver level.
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