How to debug custom script?
I am trying make a script that will update Task start time when Request cusom field is changed. var planned = await CS.getValue("UDF_DATE1"); CS.setValue("scheduled_start_time",planned); CS.end(); The script is set to execute as a Form Rule, when Request
HTML Format Notification
Hello Team, Can you please update the possibilites of having HTML format notification like below is available in SD On Premise. We can edit the html and design as per our requirement and it looks good as well.
snmpdevicesconf.json file
Does anyone have a decent snmpdevicesconf.json file that has the majority of standard devices already configured. We use Solarwinds and with the MIBS are able to scan and detect ALL devices on the various networks, With SDP Plus Cloud. I cannot believe
Reporting on Closed/Resolved Tickets by Category - Mandatory Field Showing 'Unassigned'
We are trying to report on how many tickets are closed per the business that logged them. We have a mandatory field in each service request or incident which has a drop down for all businesses we service. You cannot close or resolve a ticket without selecting
Asset List - Filtered based on criteria
Hiya, So this may be really simple, but it's been a long week and my head is fried! I'm creating some incident templates, one of which is for printers, I'd like the asset list to be restricted to only show printers. But the asset list that's available
SDP On-Prem to Cloud - Questions
Hi All - We are considering moving from SDP On-Prem to the Cloud. However, we have lots of Query Reports. How are folks handling that who have made this move? is their a work around? Since we only use the Request Module, everything else seems to be available
Specific Questions about Request Approvals
Hi All I am assessing request approvals against our business requirements. Can anyone help answer the questions below?? Can I see all pending approvals how old they are ? who they are assigned to? Can I set an approval expiry date? If yes then what happens
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
Upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view, Technician.
Dear Users, We are elated to announce the upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view,Technician.Below is a brief run-through of the same: Conversation History Enhancement
How do I add more options under the quick assign button
At the assign stage I'd like to be able to set the category and sub-category as well. How can I set this?
Additional approval responses within Requests and Changes
Would it be possible to add additional option(s) when responding to approval requests within Requests and Changes so that they appear in the list of options next to "Choose" in the below screenshot? An example situation where an additional approval response
Approvers ability to add attachment while approving
Allows the approver of request to have an option to add an attachment while approving a request. This will the approver to provide additional or signed documents related to request. This feature needs by most of the finance team in organization.
Allowing Service Requests to be attached to Problems
Currently, only incidents can be attached to problems. Can we allow Service Requests to be attached to problems as well? There are instances where a Service Request is directly related to the Problem and needs to be attached to it; for example, if one
Reason on hold field as part of the side bar details.
I would like to requested to add the 'Reason On Hold' field up to where the status etc is on the right hand side of an incident/SR, this is helpful in the fact we have sight of this at first glance and don't need to go into the details of the inc/SR to
Resolved Date - Show on ticket?
Hiya, We have a very specific template where we need to record the resolved date. We aren't allowing our technicians to close tickets, so we give a grace period of 7 days from resolved before the system auto closes a ticket. Which works well, except for
Masterclass 2023: Season 2 Episode 1 - Crafting dynamic templates in ServiceDesk Plus Cloud
Hi there, Hope you and yours are doing well. We are delighted to invite you and your team to the first episode of the second season of the ServiceDesk Plus masterclass series 2023. In this episode, we'll look at how IT service desk teams can save time
Custom Function for enabling request visibility based on departments / site
Since Service Desk Cloud does not allow you to select multiple departments or sights for a requester I'm unable to allow a requester visibility to requests from multiple departments. Has anybody approached this with a custom function in SD Cloud? The
Get additional field names from API key
Use Case: Our service request template for employee onboarding makes use of many additional fields. We want to be able to retrieve the user-friendly name of those fields, instead of the API name as is provided in the requests API endpoint. Is there an
Report showing cases where group has changed
Hello, I am trying to figure out how to create a report showing cases that have had their group changed. I want to add a filter to now show the initial unassigned to first group. I want to see case where the fist assign group is changed to a second assigned
Combined user section with requesters and technicians
Hello Team, In Ondemand SD+, We can achive below benifits If we can have "User" format where both technicians and requesters are part of it. Like we do have in Onpremise SD+. We can mark technicians as VIP. (In Ondemand, currently its not possible). If
[Free webinar] A guide to consolidating IT operations data into a unified dashboard
Hello folks, We're back with an insightful webinar on consolidating IT operations data into a unified dashboard. Date and time: July 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Are you struggling to pinpoint the root cause of IT downtime?
ProductType is being used by a module. Hence cannot delete it.
I created a ProductType, then deleted all the Assets in it, but I cannot delete the ProductType. Where else might this ProductType be used? I have no contracts, P.O.s or other entities. Thanks, Steve
SLA settings
Hello, is it possible to configure the SLAs so that when a technician changes the Priority of a case, the respond by and due by date reflect when the priority was adjusted versus the new SLA settings based off of the created date. Also, what is the difference
How to add additional option for Workstation type
Within the current product configuration for Workstation, you are allowed to select either Laptop or Desktop as an option. I need to add a 3rd option for 'Tablet' The purpose of this is to better organize our deployed workstation assets as they fall in
How to exclude a user group from approval?
Hello, I have created a user group based on certain criteria (manager titles and above). I want to pre-approve their service requests. How to achieve that? I tried the life cycle but I cannot see the "user group" in the criteria / condition. (SDPCloud
How to pass variables to new task/request?
Hello, I want to create a new request or task based on another request. For example, a request comes for opening a USB port for two weeks. When this request is fulfilled and its status is resolved or closed, I want a new task or request is created after
Upcoming features in Problems and enhancements in Site listview
Dear Users, We are elated to announce the upcoming features in Problems and enhancements in Site list view. Below is a brief run-through of the same: New Features Timers for Problems Administrators can now configure Timers for problems. Problem timers
I'm trying to automatically add an approval stage in my code, but it doesn't seem to be working as expected
Here's the code I'm using: approvalJson = Collection(); approvalStages = Collection(); returnObj = Map(); template_name = requestObj.get("template").get("name"); // Replace department with UDF_REF3 field which is a lookup field approver = requestObj.get("UDF_REF3").get("name");
Difference between Azure AD User Sync and manual Import from Azure button
Hi, I have noticed a difference between a user that is automatically imported when my Azure AD User Sync runs at scheduled time and when I manually import a user from Azure using the Import from Azure button in Requesters. If a user is imported via Azure
Mail Fetching issue when using Microsoft Modern Authentication/OAUTH
Dear Customers, Greetings from ServiceDesk Plus Cloud! We would like to bring to your attention that you might be facing mail fetching issue due to an ongoing issue in connecting via IMAP & POP at Microsoft's End. For more information regarding this outage,
[SOLVED] Automatic Resolve/Close Ticket Rule
I would like to see a feature added to ServiceDesk that allows you to set a rule to help auto close tickets that customers never respond to. For example, if you reply to a ticket and the customer does not reply back then then ticket auto closes. I'm not sure the details but we have issues where we ask a customer a question and don't here back for weeks. Those tickets clutter the system. Having a way to auto close tickets when a response is not given would help cleanup the mess and help motivate
Appending Lookup Field to Subject
Hi, Similar to Appending field (manageengine.com) on form submission I'd like to update the subject to the value based on a look up field. I can't seem to get the right coding, I'm assuming I need to set variables to look up the first & last names of
Upcoming enhancement in consumables,Release,Problem, and Space Management
Dear Users, We are elated to announce the upcoming enhancement in consumables,Release,Problem, and Space Management Below is a brief run-through of the same: Enhancements Replenishment and minor enhancements for Consumable 1. Site filter 2. Consumable
same requester for multiple sides
Hi, I have a requester who handles different sides. This means I have to use same email address for different requester locations/customer. But SD+ first not allowed same email adress for different requester, second how requester can choose on portal login which side he wants log in. Thank you for any trick, feature, workaround.
Experience with SD+ Cloud roadmap
After over a decade with onprem SD+ our org is leaning towards migrating to the Cloud version. Main benefits are better integration with Azure, Teams, and Viva. Internal driver is that we have migrated most of our infrastructure to the cloud and no longer
Asset Group - Dynamic for laptops with no users assigned
Hi, I don;t appear to be able to create a dynamic group that shows all laptops with no user assigned. I can only pick a user from the list. When setting up LifeCycles I have the ability to select 'none' when setting the User condition but this doesn't
Remove on-hold status after xx days
Hi, We have a number of scenarios where we put an incident request ticket on hold e.g. awaiting user response. I know we can schedule to take the ticket off hold manually on a ticket by ticket basis when placing on hold, but I want to be able to automatically
Filtering requests or tasks on technician not assigned
If I select the All Requests view, then click on the Search button, I can't see a way to display just the requests with no technician assigned. Same for tasks, using the Owner field. I've tried Unassigned, Not Assigned, and "". Is there any way to do
Task View reverts to All Tasks after opening a Task
This is about the Tasks tab in a Request. I change the Task View to My Pending Tasks. Then I click on a Task to open it. Then I click on the Go Back button to return to the list of Tasks. Now the View has reverted to All Tasks. It should retain the setting
End-User Guide
We currently use Service Desk Plus OnDemand and are about to roll it out to our end users. I was wondering if there is any documentation that is already created by ME on how to login and created tickets for the end users. Thanks!
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