[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hey there, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, Get an accurate view of request timelines and spot actions that delay resolution. Better plan and manage
Documents or Notes on Custom Triggers
Do anyone has some dsocuments or notes on Custom Triggers. How to setup? show to write small scripts?
where can I find overview of all current operations of the Servicedesk Plus API?
Is there a overview of all current operations of the Servicedesk Plus API? Currently it seems that there are four different API's that are not (backwards) compatible and differ in syntax 1) api 2) sdpapi 3) sdpapiv2 4) /api/v3 We're particularly interested in fetching TASKS and CMDB. PS. I'm new on the forum, if this is not the right way, I like to hear tips
Set Service SLA based on field selection
Hi, I am looking for a way of automatically setting the SLA for a service request depending on what the user selects on the template. We have a scenario where the lead time for resolution on a particular request could vary depending on what the scope of the request involves. I had assumed that I could control this via field and form rules but the control of the SLA is excluded from that unfortunately. I may be missing something obvious but any help would be much appreciated!
Is there anyway we can get an email notification when someone replies to a ticket?
I'm trying to make some changes & noticed that when someone responds on a ticket, we don't get an email notification which makes it hard to keep track.
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Custom Reports Description field not available
Trying to create a Custom Report with the Description field. Even a truncated description field would be nice, to see what the service request was about. But 'Description' is not listed as an Available Column when selecting a column to display in my report. Is there another way to display a service request 'description' field in a report?
Get techician info from technician_key
Hi, is ti possible to get the technician username and email from having onlty technician_key, via API or SQL? thank you, Davide
Scanned software "excluded" and "freeware" Under Licensed
Hello, Our Scanned software with type is"excluded" or "freeware" are displayed as Under Licensed in Servicedesk v9.0 Build 9002. The only option to set the Compliance type to Compliance is to add a software license for as example Microsoft Silverlight and set the license type to "excluded". Is this the only way? We have 2000 scanned software, if we have to add a license for all those applications we have to spend a lot of time. Hope there is a fix for this. Regards, Danny
Change Management - Migrate To New Status
If a technician was to click on the link and change a status what actually happens? Is it just a request to a change manager or does it actually implement the proposed status?? How do we hide this if we don't want people clicking on it??
SDP reply templates formating and Microsoft Outlook
I am currently running SDP 9.4 build 9409 and the support groups in the application submit any changes they need done by an admin to my team. When they need to add a reply/resolution template to the system, I notice the format is never the same as what I received. I receive the templates through a ticket in SDP and I copy them to Microsoft Word and I merge the destination formatting in Word, but after when I paste them in the SDP text editor for the templates, it looks good on the screen but when
How to manage one Change (means only One Change ID) with UAT and Production?
Hi all, We are using ServiceDesk Plus 9.4 build 9402, regarding Change Management module, i have a question : How to manage one Change (means only One Change ID) with UAT and Production? Our procedure is : we initially received requester' request the change, and come with change details. After risk assessment then send to Approver for approval. Once received work commences on development, moves into staged environment for UAT if UAT passes then the change is authorised by same committee or other
Import software installed thru csv
Is it now allowed to import software installed in workstation thru csv ? Or we can have some methods to do it instead? Thanks.
Onhold not reopening
I've recently been informed of a number of our tickets not changing from onhold to open when receiving email responses from anyone other than the requester. The email is received and added to the conversation history but the status remains onhold. Is this a known issue?
Changing AssetExplorer Server port
Hi, I wanted to use port 80 instead of 8080 and changed the settings from Security Settings. All worked fine without a problem. But Asset scanning was failing. Aeagent.log file was showing errors and indicating that it was still trying to communicate on port 8080. How can I change port setting for AssetExpolorer ? Thanks.
$COMPLETE_JSON_FILE question
regarding the way powershell calls in $COMPLETE_JSON_FILE This is not the same json object you receive by making an api call to view a request.For instance, any custom $obj.request.udf_fields will not be exposed the same way the $COMPLETE_JSON_FILE is, it looks as if the latter already converts any custom fields to their label names and values, right on the root request object. So i am having difficulty in thinking up a way to test my scripts against the actual $COMPLETE_JSON_FILE object that my
How can I customise the Request Window Technicians Look at?
Hi Team, How can I Customise the Request window when I click on a request? From this default layout: To something more like this:
Important: SDP IOS Push Notification certificate has expired.
Dear User, ServiceDesk Plus IOS push notification certificate has expired. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of next hot-fix. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Alert group technicians when unassigned ticket is updated - SDF-62584
Hello, Can we get an update on SDF-62584 please? I have found in your forums requests for this feature dating back 10 years, yet no other information can be found. In reply to these requests, for the past 10 years, the only response that are posted is that it is being considered for a future release. Seeing as it is now 10 years later, can we get an update as to when this will be done? Is it even on someone's radar? From the community, I'd like to know how you deal with this issue. Thanks, Éric g.
Scanned information displayed on the asset list page
Hi all, With my Service Desk plus build 9417 I can regularly scan, using SNMP, our network in order to detect and monitor photocopiers machines. It works well doing a great job detecting and then showing, in the attribute details, the total copies printed by each specific photocopier. However this information is buried in the details page of each devices making difficult to have a collective overview of the many hundreds of photocopiers machine installed in our configuration (basically you have
Notify Incharge of new ticket for their department?
I'm not sure why I am having so much difficulty with this, but after reviewing the documentation I am still unable to find a solution. Apologies in advance if this is an obvious configuration and I am just missing it somewhere! I am looking to notify a Requestor with the Departmental "incharge" role of all new work orders for their department when the default template is used. Can anyone help clarify for me? Business rules appear to only allow notification of technicians. Notification rules affect
ServiceDesk Plus IOS
Would like users to submit tickets through their phone. Is there a way to customize the IOS template? It looks to only have the site and description for input.
SDP Outbound EMail Customization
Good Morning ME, I am administering ME SDP and have been tasked with making our Outbound emails less anonymous. Is there a process to change outbound emails, from SDP, to show from the technician it is assigned to? We have 13+ technicians that can reply or forward from tickets, and currently it only shows from the Reply-To address set in the Outbound email settings in SDP. I have attached a redacted image to show what I would like to customize after selecting reply in a ticket. Regards, Robert
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Notification on CAB Member REJECT
I know I can turn on notifications for ALL recommendations for a CAB but that's not what I want. I only want to send a notification to the Change Owners and MAYBE Change Manager when a CAB Member Rejects in the Recommendation screen. Would also like to include that CAB Member's comments, name, date rejected etc Possible?
Enterprise Service Management feature now in open beta!
After nearly a year in development, we are in the final stages of releasing our highly anticipated Enterprise Service Management feature for on-premises ServiceDesk Plus, and we need your help testing the beta version. A couple of things that you can do with ESM are: Create separate service desk instances for each business function such as HR, facilities, etc. Facilitate organized service delivery across your organization using code-free customizations and ITSM-based workflows. Maintain a single
Prevent bulk closing of ticket dependent on field value.
We have a scenario where we bulk close a number of requests that come through in a given month. The support is paid on a subscription, and we do not need to bill back for work logs / time spent on those requests. However, there are some instances where we need a request to get some special attention before close due to a licensing purchase. We have a custom field for number of licenses and license cost, but I would like to know if there is a way to basically have a bulk close operation stop, or ignored,
Remove solution title when copying to resolution
Hi, Is there any way to prevent that, when using an solution, the solution title and the word "description" are passed to resolution field
Is there a way to hide projects and solutions tab in Requesters View
Is there a way to do this? We want to hide these as we are still working on the workflows but would like to have Requesters use the Service Catalog.
Add Operating System to Asset Report
Hello, How can I add OS to the following report? SELECT "resDept"."DEPTNAME" AS "Division", "resDept"."DEPTNAME" AS "Division", "ci"."CINAME" AS "CI Name", "citype"."TYPENAME" AS "CI Type", "cirest"."DISPLAYSTATE" AS "Asset State", "cires"."ASSETTAG" AS "Service Tag", "cicd"."COMPONENTNAME" AS "Product Name", "resUser"."FIRST_NAME" AS "User", "resFields"."UDF_CHAR1" AS "Building", "resFields"."UDF_CHAR2" AS "Room", "resFields"."UDF_DATE1" AS "Warranty Start Date", "cires"."WARRANTYEXPIRY" AS "Warranty
Attachments in Grenerating Report
Is there a way for the attachments in the request be included in the generation of reports?
User Survey
Can we add the option in a new build to print out individual survey results? Our dept director likes to print out the exceptional results with comments to hang on a bulletin board.
Thumbs Down - New Incident Template Layout
Hi SDP, This latest update is pretty crud. The new Incident Template layout is triggering my OCD in a big way, please tell me there is going to be a revision coming in shortly. We like straight lines and uniform templates in the IT world. On a good note, we like some of the extra features such as Radio and checkboxes, but find it a big shame that we can't apply them to pre-existing fields such as Category or Ticket Type. I've attached a screengrab of the template to better show you what i'm talking
Error upgrade from 9.4 B 9405 to Latest Version
Dears , I am facing Issue upgradind to latest Build Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319) at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Requester/Technician Activity
Hi Is there a way I can see how many requesters/technicians that were online at a given time? / Robert Lundgren
Sending Notification Failed
For some reason we have been receiving the "Sending Notification Failed" message. We have created a folder call fix with "MailProcessor.fjar" file and restarted SDME service but still receiving message when try to reply to tickets. We have created a support file right after trying to reply to one of the tickets for further analysis. Thank you,
Temporary hide Asset(s) Field
hello, when i try to hide the Asset(s) by using code below: document.getElementById('multiasset').style.display='none'; document.body.innerHTML=document.body.innerHTML.replace(/Asset\(s\)/g,''); in Default Template, i can no longer make changes to Other Fields. How should i hide the Asset(s), in such that it will not affect any other field, that the requester can still change any field selections. Thank you, Vanessa
Tech Auto Assign when on Leave
Is there a way to stop tickets being assigned to a technician who is on leave? I understand its base dn the due by date. can we have it based on the response by date?
Importing CSV Files to Update Product in Asset Management
Good morning we have multiple vendors where their prices changes on a weekly basis. We get a CSV file with the correct price changes but we are having to enter the changes manually. Is there a way to import directly to the product tab and update automatically?
Exchange 2010 and Service Desk mail fetching
We have bought Service Desk plus (on-Prem) and I can not figure out how to configure email fetching from our exchange 2010 servers I keep getting FAILURE :E-mail settings saved successfully. But an error occurred while trying to check connection with mail server - Problem connecting to mailbox.
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