[SDF-50886] Update Task Actual Start / Actual End based on work log entries added: Huge time saver
Request: Update the Task Actual Start Datetime and Actual End Datetime based on the entries added to work log as it happens. This will save critical time so we are not having to update the work log and then go back and also update the task. Overtime
Autofill Requester field
We've used this script jQuery('[data-field=REQUESTER]').val(sdp_user.USERNAME); before we updated, but now it does not autofill the Requester field. Is there any other script we can use? Version : 11.1 Build 11122
Approver Can not view Requester Detail in Approval window
Hi Friends... When a user wants to Approve a Request in Approval Window, he can not view details about Requester in "requester detail" section. There is some Screen Shots in Attachments for help. My SDP Version: 11129 My DB : MSSQLServer
Generate automated follow up e-mail to requester if no recent activity?
Our team faces an issue of requesters raising issues and then abandoning them (i.e. they send a request in, but they never respond to our messages). At present we have a policy that goes like this: Request created Technician acknowledges request If technician
[SD-93086] Problem with attachment
Hello to all, we have detected a problem when we try to duplicate a request with attachment. SDP shows the message "Internal Error". The attachments are in non default path. In log we can see this message: java.io.FileNotFoundException: Source '..\fileAttachments\Request\Feb2021\9104\Barcelona.xlsx'
Add assignment option to reply window for unassigned tickets
Hi, I have an idea for a minor change which I think could add some benefits to make SDP even better. At the moment something I often do is to reply to a unassigned ticket, and use the 'update status request' to mark it as resolved. However I often forget
Python to query all approvers from a service request
Is it possible to query all approvers in a service request from a python script? I'm trying to monitor the approval process to see where it stops. Such as, waiting time since approval email has been sent. However, the json data from apiv3 didn’t include
SLA violate report not tally
Good day, As per title subject, I have 2 report for the SLA violation, 1 is showing as a summary while the other is more detail. Sadly both of them is showing me different info. Summary SELECT pd.PRIORITYNAME AS "Priority", count(wo.WORKORDERID) "Total
[SDF-83346] Script to Search for Duplicate Value
We have a free text field in a request template called "Customer PO". When this field is updated, i'd like to run a script that searches existing requests against this field to display any duplicates. Is it possible to run a search like this via s
report on-demand \ logon time of specialists
Hey! Can you help me? 1. How to make a report on-demand to find out the logon time of specialists. 2. How to make them all log out in the evening if they did not do it themselves.
[Term of the Day]: Quantum Internet
Term of the Day “Quantum Internet” Definition — What is Quantum Internet? The Quantum Internet is a network that will let quantum devices exchange some information within an environment. In the quantum world, data can be encoded in the state of
How to automatically close unanswered tickets
Hi, is there a way to auto-close or resolve those tickets which are in such a "Waiting for User" status with no response by users for some days? Thanks alessandro
SMS Notification Setting Save Error
Hi' I'm tying to configure the sms notification, firs i tried with custom url but it started giving this error The response from the server ajax call is {"response_status":{"messages":[{"type":"failed","message":"Internal server error occurred"}],"status":"failed"}} Thanks
Changing closure code via API
Hi, I've been attempting to edit the closure code via the API, specifically as part of the operation to close a request. What is the proper syntax here? The following does not work, nor does the code posted in a similar question here several years ago.
[Term of the Day]: Normalization
Term of the Day "Normalization" What is Normalization? Normalization is the process of organizing the database structure by splitting up the larger tables into smaller but meaningful tables. This process involves organizing, analyzing, and cleaning
[Community Digest] ServiceDesk Plus - January 2021
Here's the roundup summary for the month of January 2021! Version and Build releases: 11136 (Released on 03rd January 2021) 11137 (Released on 13th January 2021) 11138 (Released on 25th January 2021) Some prominent and most awaited features have been
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus (25th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus. Ensuring that incidents don't affect business operations hinges on timely resolutions aided by incident
What is the purpose of Technician Groups in the Associate Groups to Template section of templates?
Does anyone know what it does when you put a Technician Group in the "Associate Groups to Template" section of a Request Template? I thought maybe it would limit which technicians would see the template when they are creating new incidents but that
Database schema
How do I get a current database schema of SDP? We are using MSSQL.
Prioritisation by Subcat or Item at set up
Hi Would it be feasible to add the option to set a priority against a Subcat or an Item at time of set up? Something like : current.... Item: [text box] Description: [text box] Sub Category: [drop down] Priority: [drop down] Thanks Mark
ServiceDesk iphone App , Login Failed. Technicain Key not generated for the user
What does this error mean ? How do we resolve?
Bulk Incident, Request Close with resolution updated in the resolution tab
Hi Team, One of my client want to close tickets using bulk close option but the resolution is not updated in the resolution tab after closing tickets. Also if i disable " No, don't prompt a message" option under admin>>Incident Management>> Request Closing
Task Reminder
One of the task notification rules is "E-mail the task owner a reminder". When is this reminder supposed to be sent out or is it tied to SLA rules?
[Term of the Day]: Biometric Authentication
Term of the Day “Biometric Authentication” Definition — What is a Biometric Authentication? The term “Biometrics” is derived from the Greek words “bio” (life) and “metrics” (to measure). Automated biometric systems have only become available over
Auto assign requests to one User that are assigned to specific group
Good afternoon! Is it possible via the business rules to have a request automatically be assigned to a User when that request is moved into their group? Or do business rules only apply for new tickets? IE, request comes into the Help Desk queue. This
[Term of the Day]: Boolean Expression
Term of the Day "Boolean Expression" What is Boolean Expression? Boolean expression is a logical statement named after the prominent English mathematician George Boole, that results in a true or false (logical) condition. For example, in the Boolean
Change color on the login page.
The login page seems to be ruled by <div class="loginform" id="loginFormDiv"> We need to change the color of the below. The blue color needs to be changed. Is there anyone that nows how? //Stefan
On Form Change page not loading
This page on SDP will not load (please see attachment). I have cleared my cache, tried other browsers and had two other technicians try this page as well and it is not loading for anyone. Any ideas on what to fix it?
Marking as Resolved
Hi all, I just wanted to check something, i have ticked the option to Close any Resolved requests and set a date of 10 days. I have just checked and I have over 1,000 tickets with the Resolved status that haven't been closed dating back 2019! In the
Sort requests list by two fields
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
Is there a way to bulk close change requests?
Good afternoon! I've recently taken over for the individual who was in charge of our ManageEngine ServiceDesk Plus environment. I've been tasked with clearing out all of our old Change Requests that have been floating around as the system wasn't really
Show custom email notification in loggined user panel
Hi, Is it possible to show custom email notification that define in business rule or custom trigger or RLC in SDP user portal. Like image attachment. When we use notification rule, this option works and show us. I don't know this feature is exist or not.
Deluge : Mandatory field
Hello Community, does anyone know how can i unset/set a mandatory field with deluge scripting ? reason: in our request life cycle we have a transition from open to assign ticket, in this transition technician field is made mandatory. the reverse is not
CMDB Relationship importing - CI is ambiguous
Trying to import relationships between SIMs and devices. 75% are throwing errors stating that the device CI is ambigious even though it's a unique field.
Incorrect user data obtained
Please see attached photo can you tell me why the exact user came up twice with different site address. Doesn't the user information data get pulled form active directory? We have checked active Directory and do not see any where in the attribute where
I need to modify the print preview view
I have the need to modify the print preview in Service desk plus, in the assets section to add some words and modify the structure a little Can anybody help me
Request Closing Rules No Longer Working
Having used the platform for many years, we have realised that our tickets (marked as resolved), no longer auto close, as part of the request closing rules. This previously worked (possibly prior to 10.0 Build 10000 upgrade). The issue came to light,
How to get the IP (and other attributes) of an Asset (CI) using CMDB API ?
Hello. I'm trying to use the CMDB API to get the IP address of the CI's present in the CMDB. But I can't get the the CI details API endpoint to return any extra attributes. The most I can get it to return is: CI Name CI Type Site Description Acquisition
[Term of the Day]: Dogfooding
Term of the Day “Dogfooding” Definition — What is a Dogfooding? In modern IT terminology "Dogfooding" or “Eating your own dog food” is a software practice where a company uses its own product. The term is sometimes shortened simply to "dog food"
Update Milestone Actual Start, Actual End, Scheduled Start and Scheduled End datetime based on what is updated in associated tasks: Huge time saver
Request: Update the Milestone Actual Start datetime, Actual End datetime, Scheduled Start datetime and Scheduled End datetime based on what is updated in the associated tasks. If there is a way to do this now or some sort of backend scripting please let
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