[Term of the Day]: Extranet
Term of the Day "Extranet" What is Extranet? An extranet is a private network similar to an organization's intranet, but typically open to external authorized parties, such as business partners, vendors, key customers, prospects and so on. It plays
This request will not be considered since passing... while submitting a new PM
When I want to save a new Preventive Maintenance task, SDP shows me this error: This request will not be considered since passing more parameters to server might result in vulnerability issues I don't see this error in the fresh install of SDP. I attached
How can you order your milestones without a custom field to control order?
I need to order my milestones properly. I cannot use Scheduled Date as there may be many on the same date, but some should happen first. There is no field for like sequence or order so the only way I know to do this is to put a sequence or something in
Database
Is there a way to update tickets via the database directly? I am trying to resolve old tickets (10 or more years old) Change OPEN to RESOLVE and Add a default resolution. I know DB queries much better than Python. IS this possible? Thanks
API V3 History
After I send a API V3 GET request to {localhost}/api/v3/requests/{request-id}/history, I get a list of differents. But the description changes are not reflected in this list. Only ID 'current_value' shown.. How can I get the text of the diff?
[SOLVED] Upgrade from 9336 to 9400 was terminated by the unexpected error
Dear Expert, We're going to upgrade our system from 9336 to 9400. While testing the upgrade in the testing system, the upgrade was terminated by the unexpected error while the system was doing the backup. Kindly refer to the attached file "Unexpected
Automatically assign a request to a technician previously assigned to him
Hi, [Scenario] Suppose there is a request that must flow between several support groups to be completed. For example we have request (service catalog) as "Provide Virtual Machine for a service". This request should be done by Infrastructure and Security
Due by date value remaining -NA
HI Team, For some SR's due by date value is remaining as NA please clarify . Note: SLAs are configured
ZRMEModulesCopy.xml not found
Hi, I upgrade SDP to latest version successfully and then fresh install and restore database. Every things is okay, but my integration to Analytics plus has failed. We read zreport.log and see ZRMEModulesCopy.xml not found. I found ZRMEModulesCopy_temp.xml
11139 Post Update Page Does Not Open!
The system has been updated to version 11139. However, when the username and password are entered, https://login.jsp/?SkipNV2Filter=true redirects to the page and the page does not open.
[Term of the Day]: Zip Bomb
Term of the Day “Zip Bomb” Definition — What is a Zip Bomb? The classic Zip Bomb is a tiny zip archive file, also know as 'Zip of Death' or 'Decompression Bomb'. It is usually a small compressed file that can contain malicious data. On extracting
[Tips & Tricks] Setting up Zia reopen to manage completed requests
One of the longest-running requirements we've had from our customers, was, "a mechanism to prevent the thank you note from reopening resolved/closed requests." Responses like Thank you, Out-of-office automated emails and the likes that reopen completed
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file.
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file. This seems to be a Service Desk + bug. A workaround is to attach the zip file to main problem tab area of a PR. .. or to a task or the
Problem with send e.mail
Hi , from last saturday I can't send the e.mail and receive the mail ticket. the message is: Invio e-mail non riuscito. Command : MAIL FROM:, Return Code : 530, Response : 530 5.7.1 Client was not authenticated The request are in servidesk when the user
[SDF-46783] Variable operational hours on working days
Presently we provide extended hours M-Th, but reduced help desk hours on the weekend (much like ManageEngine support). I would like to set different hours for Friday, Saturday, and Sunday within the Configuration Wizard of SDP. Presently SDP only allows
[Term of the Day]: SoC
Term of the Day "SoC" Definition — What is SoC? SoC, stands for system-on-a-chip is an integrated circuit that incorporates a majority of components (chipset features) present on a computer into a single silicon chip. Along with a processor, the SoC
Alias URL Not Working
When I type in an Alias URL, save changes and then click the "Open alias URL in a new window" option, I do not get the correct page. Instead I get the standard "Windows cannot open this page" message. What is causing this problem?
Approval Error
Hi, Wondering if any of you can help. When we send tickets for approval we get this error: I have also found the same error when trying to edit the template for approver 1. Does anyone know how to fix this, my thought is the file containing the template
Show a document attached to a user in the self service portal as an asset
Hello Community, I would like to know if there is a way to attach a document to a user as an asset or as a configuration item, so that the user can access the document from the self service portal, like he can do with his workstation or other assets.
PC name change
Greetings, what is the best practice when we change a PC after scanned in example we have PC name PC-01 we make scan device and registered as an asset PC name changed by helpdesk team for a reason what is the best practice we have to do ? Regards;
!!! URGENT !!! : Field and Forms Rules 'Site' condition DOES NOT work
Hello - When I try to build a 'Field and Form' Rule to Hide a field for Technicians based on a specific Site, it does not work. Why doesn't the "Site" selection provide a pick-list of values to choose from? It seems since we need to enter the client
Generate API Key for all users
Hello, I need to generate the API Keys for users so they can login in the SDP App, I have enable the "Allow Automatic Generation of API Key" option on SDP but i'm not sure how does it work, and i don't want to generate the keys manually. i attach some
[SD-92864] ISREAD flag from false to true not show in History tab
Hi, When I assign request to other technician, SDP show me a flag as ISREAD that changed to FALSE. But when the other technician open the request, it doesn't show me change of flag in History tab. I think it's a bug. Please resolve it. What should I do?
[Term of the Day]: Disruptive Technology
Term of the Day “Disruptive Technology” Definition — What is a Disruptive Technology? Disruptive technology is an innovation that dramatically changes the way consumers, businesses and industries operate. Clayton Christensen popularized the idea
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User, As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. Note: This restriction is not
Microsoft outlook Plugin
I need the download link for the Microsoft Outlook add-in. I need the Service Desk Microsoft outlook ad-in for our Microsoft outlook 2016. We do no have Office 365 so we cannot take advantage of the online version. I am looking for a method to manually
Cacerts file is getting replaced in latest builds
There is no reference or warning in release notes about cacerts being replaced. Due to this we faced problems with customer deployments where we have self signed certificates generated with gencert for Email, LDAPS communication etc. Please guys give
Update to 11139
Hi ALL! Anybody has successful update to 11139 ? I try test instance update and have many errors like 1) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 53) was deadlocked on lock resources with another process and
Feedback Requested: Option for email notification when scheduled status change takes place
Hello SD+ Forum members! Looking for your valued input with regards to a feature request. Currently, as you may know, you can now schedule a ticket to change status automatically on a specified date and time. Noticing this change, when it happens, is the topic of this discussion. As implemented, the status of a ticket will silently change on the date and time specified and would be immediately noticeable to anyone on the requests tab with an appropriate filter selected. I and the SD+ support team
[Term of the Day]: Semantic Web
Term of the Day "Semantic Web" Definition — What is Semantic Web? Semantic Web, an extension of the World Wide Web (WWW) in which data are given well-defined meaning (semantics), better enabling computers and people to work in cooperation. In 2001,
How to filter requests based on modification date using REST API
Hello, I want to filter requests based on modification date using REST API. For example ,I want filer request which modified after specific time. How can i do this operation using REST API? Thanks
change management and editing the form data
My client is working with change management. We've added a custom field "Session ID" to the template for the change. Their business process is that the Session ID field isn't filled out until the change is nearly completed. The problem is that even though
Cannot close requests for specific requestors
We have three contractors who are part of our team. When any of them open a request, we are unable to close it. When we enter the information on the Resolution tab and click Save, it simply clocks forever. We can close the request by selecting it in
Disallow requesters to reopen request by answering email
Hi, How can i disable the option requesters have that reopens a request when they apply to the email sent when closing a call? Thanks, David
Unable to run Query
Good Morning I have upgraded our version of ServiceDesk from 10017 to 11100 and am unable to run some of my reports anymore. The one below is for our HD Productivity - Today report that was created. We are on PQSQL. Thank You select DISTINCT(re.first_name)
Response to public and private requests
When you send a reply to a ticket, it is marked as public (green padlock) or private (red), could you tell me how these requests are created, are they random or do they depend on some kind of configuration? Thanks
Restrict Technician access by Site
Dears, I have created two Sites X& Y and assigned specific Technicians to provide support only to requests coming from a SITE X only via support groups. However, if the technician clicks on the dashboard, he can still view the requests of site Y. Further
a requester and an editor should edit ticket and notify approvers only once
Good day, we want to communicate an employee entry via the ServiceDesk. The requester and the editor should be able to check off a checklist, in the form of resource information, with the onboarding tasks. However, all department heads in the company
Annoying system update bubble
How do i turn off the System Update notification bubble? It comes up but when i click on it i get an error proxy error (we don't use a proxy server).
Actions options
Hi, after upgrade, SDP to the latest builds 11138 the option under action not available ( change request from service to incident or incident to service) where can find this option please.
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