Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name?
Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name? I want to make a virtually identical Microsoft Flow with the only difference being the destination Microsoft List that
ServiceDesk Plus OnDemand - REST api for Webhook URL setup
Hi, On ServiceDesk Plus OnDemand, we can setup a webhook URL with required method, conditions & message body under Custom Actions. Is there any REST api available which can facilitate a developer to do the same? Thanks
ServiceDesk Plus OnDemand Webhook - Substitution variable for current time
Hi, While configuring JSON body for a ServiceDesk Plus OnDemand webhook, is there a substitution variable which we can use to send current timestamp? Thanks
Link JIRA ticket numbers to existing Service Desk Ticket
Hi all I am interfacing SD with an external vendors JIRA ticket system. I want to know how to avoid SD creating multiple ticket when they reply to ours. (JIRA won't update their subject line so each reply from JIRA logs a new ticket. It would be nice
Set logged in technician to incident technician in custom script using SDP cloud.
Hello, We are trying to create an incident template which is a very short form for people who walk in or call-in and the issue is fixed quickly. The form will only be filled out by the technician. I'm trying to make an incident template which populates
If / Else Functionality in Form and Business Rules
The nature of form and business rules to only apply an outcome for when a logical test (set by the conditions) is true limits what is possible and leads to bloat. For example, most situations requiring a form rule will have, at minimum, a true and a false
How to create a new ticket based on the field of a request
I am creating a new starter ticket process, which the line manager completes with information of the new starter. We ask a question: What other systems do you need access to. For example, CRM system. We would like to be able to automate ticket creation
ServiceDesk Plus Cloud for legal team?
Has anyone successfully set up a ServiceDesk Plus Cloud instance for an internal legal department? My organization is a relatively small city government, and our legal team is interested in adopting SDP for management of contract and legislation review
Closing a task in a Change when the change is already closed
Hello, we have a couple of changes that had additional tasks added in different stages other than the normal implementation stage. The change is now closed but they forgot to close some of the tasks. Is there a way to get this done? Thank you.
SLA escalation notifications targeted to group
Is there a way to send out SLA escalation notifications to just the members of the group the ticket is assigned to? Currently all I see is the option to add the ticket owner (which may be no one in some cases) and individual technicians. I don't want
Service Desk Plus - Create Technician over REST api
Hi, On ServiceDesk Plus OnDemand, is there any REST api function that lets us create a new technician & fetch existing technician details? Thanks
Email Notification VS Actionable Messages
Hi ALL In our SDP Cloud instance already are using both type of notifications and users received double emails ( How i can choose only one ?
SD+ is Down from 30min
Team, SD+ has been down for the last 30min. Sometimes it works but very slowly. This is the second incident in a month where SD+ faced extreme slowness and down.
Solutions
On the Self Service Portal, when a solution is suggested, there is a "Did this solve your problem?" question at the bottom of the solution with a yes and no option. No continues the request creation process. Yes takes the user back to the Home page. My
Changes - Closure Codes
Hello all, Within Changes there are 2 closure codes which seem redundant: Closed - completed and Closed - approved. Does anyone know the purpose of having both? I am just curious how others are using these codes.
Add a cooldown timer for emailing a requester 'Your Ticket Has Been Updated".
Today I updated a ticket, and saved it and the requester was notified via email 'Your Ticket #1234 has been updated!". I then realised I needed to make another change, generating a second email. "Your ticket #1234 has been updated" And then I had to import
Export lifecycle or entire settings on SDP Cloud
Hi everyone, Is there a way to export lifecycles and custom actions from SDP Cloud to another SDP Cloud instance? Or do an entire backup of SDP settings (including lifecycles and custom actions) to use a restore on another instance? Thanks regards!
How to recommend a template in SDP Cloud
We recently upgraded from SDP on-prem to cloud. We used to rely quite heavily on the Recommend Template feature, but this appears to be missing in the cloud version... Example use case - user logs an incident ticket, but it should be a request. We select
Probes and multiple sites on a centralised network
We have a centralised network across our organisation - with 8 sites, but effectively 1 LAN. We have servers only at the head office, and therefore only 1 probe. At the moment, everything scanned is being assigned to one site, though it isn't on all that
Resolution template capacity
Would it be possible to expand on the current maximum limit of 20 resolution templates? All it requires at the moment is for 10 different resolver groups to face 2 common issues each to reach the maximum capacity of resolution templates available. It
Change Approval Email Notifications vs Actionable Messages
Hello all, Does anybody know what determines if an email notification or actionable message is generated for Change Approvals? I am building a Normal Change Workflow with 3 approvals required at 3 different stages. I would like the Actionable Message
Is there a way to increase the number of report widgets that can display on a dashboard?
Hello, I am trying to see if there is a way to increase the number of report widgets that can be added to a dashboard. Currently, the system only allows me to add a maximum of 4 report widgets before giving an error message. I have a a business need to
Change Approvals
Is there any way for a user entering a Change Request to manually select the Approvers for the change? Said another way, is there any way for a user entering a Change Request to deviate from the Approval configured in the Change Workflow? Our current
first name on the reply template
i know it has been asked before but i cant seem to get a clear answer on the previous posts so i'm creating this post to get my answer. Is the variable first name already been added on the request template? i would really want that as our naming format is lastname,firstname which make it really weird when we used the $requestname variable Request template will be something like below ------------------------------------------------------------------- Hi FirstName, This is an acknowledgement mail
Change Approval Notification
Hello all, The default approval reminder email is this: Dear $ApproverName, You have pending approvals which require immediate attention. Click on the link below to take necessary actions. $ApprovalLink Does anybody know what I would need to add to this
Requester Portal
Hello, Is there a way to filter which elements appear on the Requester Portal based on the login of the Requester? We have multiple User Groups and it would be useful to configure the Portal so when a Requester from Group A views the Portal they will
Auto Assign Due Dates
Hello, Is there a way to automatically assign due dates to incidents or service requests when they are created depending on a template? Thank you!
Spot edits on Change Requests
Hello all, Does anybody know of a way to disable spot edits on the Change Request details screen similar to how we are able to disable spot edits on the Request details screen? We want to enforce the use of the edit button to enter "edit mode" before
Task Notifications
Hello all, Trying to understand how the following task notification works: How is the time spent value determined? Is the owner referring to the task owner? If so, what is the purpose of the task owner notifying themselves when they determine time spent
Question of asset acknowledgement
Our computers attached some components. Like Monitor, Docking Station, Headset etc.. Is this function can send the computer acknowlege with these components? if my computer with monitor, docking station, headset.. I will receive four emails. Currently,
Notification Rules - Editor
Hello all, Under Setup > Automation > Notification Rules there are 4 notification rules that reference an "editor" but I do not see where this editor value is stored. I don't see a way to assign an editor on requests. I don't see a way to distinguish
How can I change the Organization Admin?
I've setup ServiceDesk Plus Cloud for our team. Because I did the initial setup I'm also the Organization Admin. How can I change this and assign this role to another user?
SDP on Prem to cloud
Hello, We're planning to migrate SDP on Prem to Cloud. (14200) (DB postgre). Is there any important things to know regarding the migration of SDP on prem to cloud related to the CMDB? bugs, issue, limitation, process, etc...
Balancing Act: Navigating Trade-Offs Between Convenience and Security in Public Cloud Services
Hello Community Members, I hope this message finds you well. I'm reaching out to seek your insights and experiences regarding a crucial aspect of our digital landscape – the trade-offs between convenience and security when utilizing public cloud services.
Rule for autoassign request
Hi ALL We have fresh instance in Cloud. Company has many sites (100+) and 5 Departments. Each Department is located in many sites. I need create rules: 1) if Requester is from Department-1 - assign request to some group-1/technicians 2) if Requester is
Service desk plus cloud api unavailability
for this python api code I get this error and I don’t know what to put in value import requests url = "https://sdpondemand.manageengine.com/app/itdesk/api/v3/unavailability" headers = { "Accept": "application/vnd.manageengine.sdp.v3+json", "Authorization":
Bulk Reassign Department of Requests
Trying to see if there is something I am missing with this. I am attempting to remove old departments instead of simply inactivating them, but I am unable to delete these departments as they have requests associated with them. I know that there is a way
Notification based on similar incident or requests submitted
Hello, Does anybody know of a way to create a notifcation when, for example, 3 incidents or requests with the same Category are submitted in one hour?
Custom Additional Field Called in Subject Line via Custom Script
Good day SDP Community, I am, as the subject line implies, trying to create a custom script in SDP Cloud that calls two additional field variables and inserts them into the subject line, depending on whether or not the employee is being onboarded or offboarded.
Is there any way to automate to add notes in tickets when it was assigned to Support group?
Is there any way to automate to add notes in tickets when it was assigned to Support group?
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