Can I create a dynamic field that pulls from already-existing sdp fields?
I often have regional presidents requesting services on behalf of their sites, so when they submit a ticket, the site of the request may be (Corporate Office), but I'd like for them to specify which site they are requesting service for one of the sites
Add image button to notifcations
Hi Can you please add the ability to use my company logo (add image button) to notifications? I added them my self using html editor but they stopped working after one of the updates. Please enable add image to notifications.
"Days Overdue"
Good morning everyone. Had a question. Is there a way to capture how many days a ticket is overdue? Whether is it through reporting or if we can add something to our ticket template? Also, if possible, we would like to see how many days until it is
Using requester groups
Hi! I need customising forms assigning and forms viewing depends on requester group. How can I do this? I cannot see any requester variables, where I can find requester group.
Custom Field dynamic values
We are looking to automate user creation using servicedesk pro. We will have a request template for new hires that will be processed using the API's. Is there a way to make a custom field that will display all existing users departments? Or is there a way with the api to add and remove custom field values? I know i could do this directly in the database but for compatibility reasons I am only preforming read operations to get a list of Tickets that match the criteria to be processed.
11303 Patch Broke Custom Triggers/Scripts!
The 11303 Patch Broken a Custom Trigger/Script I have that automatically sets the Status of a Ticket to "in-Progress" upon Requester Reply. This is now broken as well - screen attach and script below. Can anyone help me solve this? So far the 11303 patch
Spam Filtering - Multiple Criteria
Hey Folks, Any chance you setting up spam filtering to contain multiple criteria in one rule. As the current set-up is not ideal, as it's very limiting to one have one criteria per rule I not that this was suggested over 5 years ago with a response of Feature
Update process very slow
Is it just me, or is the update process excruciatingly slow? I kicked off an update at 7:30 this morning expecting that to be plenty of time for a 9am start, but its still going at 9am at 30% done!
Reporting on when an a custom Field was updated
Hi there Can anyone guide me on how I can report on what time a custom field was updated and who performed the action? I have a custom field called "Triage Complete" - Yes or No. I would like to be able to use this as a response measure by my team and
Faster and simpler way to create internal tickets.
My question is: Is there any way to create internal tickets, without having to navigate through the services catalog and filling the forms?
Enable Mail Fetching on Test Environment
We have a test environment set up for ServiceDesk. This is so we can do the obvious testing of anything new in the updates or any big scripts/functions we'd like to use on our production version. I've created an account in AD and assigned it a 365 G1
Asset Scan Failed after Upgrade to 11301
Hi I have a problem after installed servicedesk plus Last service pack I upgraded servicedesk pluase to 11301 And also installed desktop central last hotfix(10.1.2121.4) But now i can't scan workstation through servicedesk plus Error is:FAILED : Scan
CAN'T ACCESS TICKETING TOOL
Dears, I'm unable to access my ticketing portal, can someone please help us get back it. below is the error i'm getting.
Error: EWS message in ServiceDesk Plus (linux)
Good morning, we are testing the ServiceDesk Plus Free Edition system; however, when configuring the "mail server" options, the message "The value indicated for the incomingEwsEmailAddress parameter is not valid" appears. In the configuration we are registering
Restore 11.2 / 11205
hi i have 11.2 / 11205 and I need to restore from backup I need to reinstall the system and transfer the copy. How should I install the distribution?
Report Creation - Changes - Change Requests Pending Approvals
I'm looking to create a report of Approvers who have yet to respond to an approval request. How would I go about doing this?
[Security advisory] Vulnerability in ServiceDesk Plus versions 11005 and above
Hi there, This is a security advisory regarding a possible authentication bypass vulnerability in a few REST API URLs in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus (all editions) with version 11005
[Term of the Day]:Single Page Application
Term of the Day “Single Page Application” Definition — What is a SPA? The term Single Page Application aka SPA is is a web application or website that fits on a single web page with dynamic actions without refreshing the page. SPA does not fetch
[SD-95450] Hide Security Risk banner
Hello, How can I hide the security risk banner in 11205? I don't necessarily want to use the recommended settings. Warning : Potential Security Risk detected. Know more
Able to close a project with open tasks / milestones?
We have found that that it is possible to close a project that still has open tasks or rmilestones. Is there a way to implement closure rules for projects to prevent that from happening? We are using SDP version 11.3 Build 11301
Hide "With this upgrade..." Banner
With Build 130x, a persistent banner now appears atop ServiceDesk Plus. How can we turn this off? There does not appear to be a button to dismiss or otherwise hide this banner. "With this upgrade, replace the existing agents with Desktop Central agents.
Enhanced "Time taken to First Response" Report
Hello, I've produced some reports using the Request Metrics set of data under Custom Reports. These are great at giving things like average response time and average resolution time, but I wanted to dig a bit deeper into the data so I could really trust
ServiceDeskPlus requiring DesktopCentral
Just did my upgrade last week and have had problems ever since. My asset inventory is no longer correct in SDP and now have to navigate to DC to see the correct info. To add insult to injury my attempt to contact support has resulted in being hung up
Database SQl Error
Hi .Had a question I get this "Internal Error" when I write a script more than 240 line in custom function when the Database is Sql Server . But this error has not seen in the postgres database. I have been tested this issue in versions 11302 and
Date format + DB Schema
Hi Team, I have following 2 questions 1) I am creating the report and need to include this column “Status Comment” there is no delivered column when I am creating the report. In which table Status comments are stored. Please see the screen shot
[SOLVED] [SD-96511]Business Rules NOT working if ServiceDeskPlus is emailed!!!!
Hello - We have discovered another issue with the 11301 Build. If a Requester emails the system directly to initiate a ticket, the ticket is NOT routed to the Site where the Requester is tagged to. Instead, it's logged in the system as "Unassigned".
[Tips & Tricks]Preventing Request Closure when there are Pending Approvals
One of our ServiceDesk Plus customers requested a function to prevent service requests from being closed if it has a pending approval. Scenario: In the customer's environment, they have configured a set of Service request templates that have a single-stage
Setup ServiceDesk Plus with DataCenter (DC) and Data Recovery (DR) environment
Hi All, upon checking on the addon license provided for failover in SDP, all the configuration needed to be on same network. But how to confirm when we want to implement SDP in DC and DR with different network? please share the information if someone
Business rule and email domain
Good afternoon. Tell me please, how to create a business rule so that all incoming emails from outside domain (for example @mydomain.com) to SDP request are automatically assigned to the site my_site_name? I create a new business rule. Criterion: criterion:
[Term of the Day]: Memory Leak
Term of the Day "Memory Leak" What is Memory Leak? Memory leak, also known as space leak is a condition that occurs when a programmer dynamically allocates additional memory to hold data and variables that are required for the moment but fails to
Defaults SLAs - changes updated in 'Copy Default settings option? Build 11301
Hi Folks - I need to update the "Default" SLA's I have configured but I do not want those changes updates in all of rhe Site I have conrfigured with "Copy Default Settings" checked off. Is this possible? Will the SLA changes ben propgated ot these sites?
Closing Tickets using Forms that meet criteria
Hi there, I have a scenario where if a ticket meets certain requirements, I need the ticket to be closed with an email reply. For example, out of a list of applications, if the user chooses a finance application, I want to close the ticket and send an
Unable to run custom scripts
Hi All, I am really stuck and i am trying to run same as in :- https://pitstop.manageengine.com/portal/kb/articles/how-to-update-a-request-based-on-certain-values However i get :- Traceback (most recent call last): File "update_request.py", line 4, in <module> import requests ModuleNotFoundError: No module named 'requests' Custom scripts are located at :- C:\Program Files\ManageEngine\ServiceDesk\integration\custom_scripts Python is installed at:- C:\Users\JoyNandi\AppData\Local\Programs\Python\Python38
Email asking for help with not much description
When we get a new email asking for help - Is it possible to make it where people get an email if they dont put in a minimum description? For example when we get an email with a very little description of the problem to email the requester back with a
default postgres password for servicedesk 11
Hey, I tried every password like: sdp@123, SDP!123, postgres but still no success. Can anyone help me?
[SD-96511] Business Rules stop working after upgrade from 11207 to 11301
Hello, Today I apply the upgrade from 11207 to 11301 and suddenly my Business Rules stop working at all. Any action within the rule that worked before, does not work now. Rule image attached.
[SD-96511] User site does not populate
Since upgrading to 11300, when a user emails a new request in, their site it not populated. Actions taken: - Re-synced users from AD - Edited sites to update site settings. Also taking away the cab selection for CRs, imho, dumb... The fact that I have
Draft Saving Time Limit
Good morning, I have had a request for a user to extend the time before a response saves itself as a draft. Is there a setting that governs how long until this kicks in on its own? Version: 11.2 Build 11203
[Analytics Plus] Launching advanced analytics for ServiceDesk Plus' survey module
Hello folks, We're happy to announce that we've launched advanced analytics for ServiceDesk Plus user surveys. Now, you can leverage end user feedback to measure service desk performance and optimize service offerings to ensure better customer satisfaction.
Is it possible to change the default column order/values in the request list view?
Hello, I was wondering if it's possible to setup the default column order and values for all users AND technicians (those two will be different of course) in the request list view (default table view, at WOListView.do). As of now every user/technician
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