When adding a Note can we set Show this note to Requester as checked by default?
We want all notes to be public, available on the Portal, by default. When adding a Note how can we set Show this note to Requester as checked by default? Thanks, Mike
SD+ Asset States which do not consume a license
Hello, I am aware that only two default asset states do not consume a license - expired and disposed. These follow a documented process of removal from the organisation. I am trying to account for IT assets that are lost/missing/stolen/unaccounted for,
Change Technician back to Requestor
I am using the free standard edition license with no issues but how do I change someone from a technician back to a requestor only. It does not give me an option to change back to requestor like it did to change a requestor to a technician.
Request workflow in waiting state
I'm using the request workflow to conditionally create child tickets based on data in the original ticket (for onboarding). Using the fork and join, I'm able to simultaneously create all the child tickets using If block, where Yes creates the child and
Add Task Template via API
How I can Add Task Template via API?
Technician not receiving set up email
I set up the free free standard edition license with no issues but I am trying to add a technician. He is not receiving the invite email and I have tried multiple times. Email message trace isnt showing anything as well. Any tips?
Consulta Técnica – Endpoint /notifications del API genera envío de correo no deseado al solicitante
Actualmente estamos realizando una integración de un sistema de automatización de help desk con ServiceDesk Plus On-Premises utilizando la API REST v3. Luego de actualizar un ticket, llamamos al endpoint POST /api/v3/requests/{id}/notifications con type:
Set User Display name in widget
I want to put a widget in the user portal and say Welcome (user display name) ex: Welcome Dinesh!
[Tips & Tricks] HTML Widget to add a Welcome message in Self Service Portal
In any application, a welcome message is not essential but can enhance the user experience by providing a personalized greeting, confirming successful login and creating a positive first impression provided it remains simple and does not distract users
Business rule - Moving Ticket between ESM instances
Hi, The scenario I have is that we have a Finance instance that is split into 6 different financial Support Groups. If a technician from the IT instance Moves a ticket from IT to Finance it literally drops the ticket into no mans land, no group, category
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
MTTR Calculation in SDP
Hi All, I want help on how to calculate the MTTR in SDP. Currently I am not able to see such column or field in the report section. MTTR=Resolution Time−Created Time−Hold Time
Ghost notification in 15130
For me and a lot of my colleagues a ghost notification has started to appear. When we go into the notifications there isn't one there. Even if we sort by Unread. If we remove or delete all read notifications it disapears for a while and then returns
Zia Agents
What is a Zia Agent? To put it simply, a Zia Agent is a mini AI agent within ServiceDesk Plus that can interpret tickets, determine the appropriate response and carry out actions automatically. So, what is the key difference between Zia and Zia Agents?
Request for Single Consolidated API Report
Dear Support Team, I hope you are doing well. We would like to request access to the following statistics via the ServiceDesk Plus API as a single consolidated report (one unified dataset per day per technician). Please provide the data in a structured
How to retrieve approval data via API for a Request?
Hi, I would like to know how we can retrieve the approval data of request approvers using the API. Specifically, I need to get the following information: Approver name Approver ID Approval level Approval status Could you please guide me on which API endpoint
[ForYourInformation -62] Ticket logging from unknown senders
ServiceDesk Plus has a feature named "Process messages from new email ID" that is primarily used to prevent unauthorized or unknown email addresses from automatically creating tickets in the application. When this option is disabled, ServiceDesk Plus
Assets Explorer
In Assets Explorer, what is the difference between "computer detected" and "computer inventoried"?
Enable anonymous responses in general surveys to encourage honest feedback
In general, anonymous surveys encourage honest feedback by keeping users identities hidden. When users know their identity is not revealed, they are more likely to share genuine opinions even if they are critical or sensitive. This increases participation
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Tasks in API
How do I mark a task as resolved rather then closed using the API? Closed seems to be the only option in the examples. _closed closes a task and can be used in a pinch, but I would rather set the task to resolved.
Request to Know the Column Table
Dear All, We have a Picklist Type created with the API Field Name as "udf_pick_20413" but we would like to know in which Table currently it is being stored. Our current built of the Application is 14980. Please note, we are using SQL server as a Database.
CC emails in AssignOwnerNotification
I have the on prem SDP version 15.1 Build 15130 How can I add CC field to the AssignOwnerNotification template
Auto Share
Hi Is it possible to auto share a request so that two different support groups can access it?
Restricting Admin Access While Enabling Helpdesk Configuration Capabilities
Use Case: Requirement to grant administrative access for helpdesk configurations to perform operations such as creating new incident templates, modifying SLA rules, updating the priority matrix and other related operations. Scenario: A technician needs
[DidYouKnow - 50] Global Variables
In ServiceDesk Plus, Global Variables enable administrators to centrally store and manage reusable data such as API tokens, webhooks, email addresses and integration settings making it easy to reference them across notifications, webhooks, automations
SDP build 14900
Hi i created a template in service catalog but I want the requester name to be auto filled but I couldn’t do it as when I move the mouse to the name filled it show a red icon 🚫 like I can’t edit this filled. i am sdadmin and have full control. i tried
@name, firstname doesn't resolve in notes
sometimes technician's names are not resolved to mailadres in notes although the name was listed in the dropdown. There is only one user in de database with that name.
Audit log error on 15.260
After upgrading to 15.260 we get this message regularly: Does anyone experience the same? /Rasmus
Change as Requester in Custom Function
Is it possible to change roles for a technician or remove the technician role from a user? I am working on a workflow for offboarding users in SDP On-Prem 15240 and would like to automatically remove the permissions when a technician is being offboarded.
Email Id(s) To Notify
When a user goes to a ServiceDesk (SD) generated form to submit a ticket, the “Email Id(s) To Notify” field does not currently do a lookup of known users that staff can select from, which means they have to manually – from memory - enter the email address(es)
How can files be protected from Unauthorized Access?
Password encryption for File Protection is essential to secure sensitive business and user data from unauthorized access, data breaches, ransomware attacks and compliance risks while ensuring overall data security. Do you know if this can be achieved
Is there a connector between Power Automate and Servicedesk Plus On premises?
I just found that there is a connector for Servicedesk Plus Cloud and Power Automate (https://learn.microsoft.com/en-us/connectors/servicedeskpluscloud/,) but, can we use the same for On premises version or how do we achieve this?, We are exploring external
SSO requiring a click to logon
After updating to 15.260 SSO with Entra ID doesn't happen automatically, but the users HAVE to click the button to logon. Anyone else experiencing this?
Populate picklist with external data
Hi, I am currently working on building a request workflow that needs some drop-down fields that are going to be populated with data accessed via REST API, I am aware that custom schedules can send API Requests to external services via python or deluge,
Selecting of Approvers
Feature Request: Ability to add approvers to incident templates the same way it is for service catalog templates. Should not have to create individual workflows to accomplish the approval of an incident template based on who the approver would be when
[ForYourInformation -61] Business Rules for Notes
In the past, several use cases required notes to be automatically marked as the first response and displayed to the requester. This enabled technicians to acknowledge and work on requests while avoiding first response SLA violations. Earlier, this functionality
CMDB Business Service Not Showing in “Connect Service” & Inactive/Deleted IT Services Still Visible
Hi, I’m facing two issues in ServiceDesk Plus CMDB: When I create a Business Service in CMDB and try to link it from Asset (e.g., a server) via Add Relationship → Connect Service, the Business Service does not appear in the list. However, IT Services
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Configure SLA
Hello, We would like to configure the following in the SLA: Major (critical service degraded) • ⏱ Response: 1 hour • ⏱ Resolution: 8 hours / same day Request / Support • ⏱ Response: 24 hours • ⏱ Resolution: 3 to 5 days Has anyone encountered this issue
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