Change notifications triggers
Hi, Team, as you have "Alert(or Notify) technician by e-mail when there is a new reply for the request." in Request Notification Rules, it would be nice to have something similar on Change notification (Notify Change Owner/Change Manager instead of the
Build 14810 - Variables being displayed instead of data
After updating to 14810, we have user defined field variables that are defined in a task template that are now displaying the variable instead of the data. As an example, one of the user defined fields is an employee name (udf_sline_19) for a new hire
Error Upgrade from 14200 to 14300
When trying to upgrade from version 14200 to 14300 or 14205, the upgrade fails. I ask the knowledgeable to help!
Servicedesk service is starting very long
Hi, I have such problem, when I restart servicedesk server or only servicedesk application it is starting very long time (over 30 min). It display image as attached: Is this normal startup time?
Missing? Resources/Resource Questions
Running SDP on prem: 14.7 Build 14750 Came across this: https://pitstop.manageengine.com/portal/en/kb/articles/auto-create-a-change-via-a-service-request Is it still valid? I don't see anything in our instance that relates to Resources/Resource Ques
How do I create a Service Request from a Service Request?
Sometimes people bunch up orders and we want to create separate Service Requests for the items they have bunched together. If I have a Incident-ticket I can go to "Actions->Create Service Request" and there get the correct template and fill it out, it
How to use Resource fields in RLC notifications or notification triggers?
We're using SDP 14700. We have several Service Catalog templates created with Resource fields that are entered by the requester. We would like to send out email notifications using RLC or custom notification triggers, but it seems we cannot include data
Service Desk Plus email deletion when fetching
Hello all, I'm due to begin testing SDP shortly, and I wanted to check with the community on something that we may need to deal with. Does Service Desk Plus still delete emails from the monitored mailbox when fetching mails? If so, what methods have other
URL blocked as maximum access limit for the page is exceeded. Please try after sometime.
Hi, Attempting to do some changes under Resource Questions, but getting the below error: "URL blocked as maximum access limit for the page is exceeded. Please try after sometime." Anyone else experienced this issue? Many thanks Lisa Build Information
Configuration Management - view/export the list of preventive maintenance tasks with their next scheduled time
This report helps to view/export the list of preventive maintenance tasks with their next scheduled time configured in the application. SELECT swo.WORKORDERID "Scheduled WOID", ti.SCHEDULE_TIME "Next Schedule Time", aau.FIRST_NAME "Requester", sdo.NAME "Site", dpt.DEPTNAME "Department", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", icd.NAME "Item", qd.QUEUENAME "Group", ati.FIRST_NAME "Technician", swo.TITLE "Subject",
Real Case Problem Ticket Not Received in Service Desk Plus After Successful Test Integration with Dynatrace
Hello everyone, I have previously opened a ticket regarding the integration of Service Desk Plus On-Premise with Dynatrace, which can be viewed at the following link: https://pitstop.manageengine.com/portal/en/community/topic/send-json-payload-from-dynatrace-to-service-desk-plus-on-premise
SQL SSMS Query on dates
Hi , I'm trying to create a query report on devices based on lastcontacttime, however it doens't seem to work either through a SSMS query or using the longtodate, all the data is from the systeminfo table
Allow technicians to see tech availability and/or scheduler
Would be great if we could give access to tech availability to the technicians so they can see who is available when and not have to use a seperate calendar to figure out vacations and such
Add Note To Request Automatically on Submit
I have created a service catalog template that I originally enabled the section "Use this area to display a short description or any instruction, notes, or guidelines for Technician." I had wanted to use this to give directions to the tech on how to handle
Auto assign ticket to technician on email response
We are trying to setup a rule/trigger that auto assigns a ticket to the technician who responds to an email request from Outlook. Workflow Idea: - A user submits a request to the ServiceDesk email address - A ticket is automatically generated and sits
Users view of other's tickets
I know that you can set a user to be able to view tickets by department or site. However, many of my users oversee several departments and sites. Is there an option to set up a user to view the tickets for multiple departments or sites?
SQL QUERY REPORT
hi i wanted to make a query report in the SDP version 14630 and the app returned this error .:: java.sql.SQLException: java.lang.Exception: Exception during getConnection from pool Exception occurred during get connection from datasource Check logs for
Add new request (API) after 14.740 upgrade fails
Hi, Team, After testing the new 14.740 upgrade, I found an error when using Add Request API. I'm using a global function which is getting some information about a request and then, this information is used to create another request and link it to the
See what templates an additional field is used
Hi, is there a way to see where an additional request field is used? A query for example? I would like to clean up some additional fields that are not in use anymore. But i have no way to tell if they are added in a template. Build: 14006 Database:
How do I set a category as inactive?
We're setting up new categories, and want to disable some old ones. In the category wizard, there is a note: Note : Inactive record(s) have been marked in grey color. Old forum posts also suggested deleting a category or suggested that deleting should
Masterclass 2024: Episode 5—Explore the latest features in ServiceDesk Plus [Jun 27]
Hi there, We are excited to invite you and your team to the fifth episode of this year's ServiceDesk Plus Masterclass series. In the upcoming episode of Masterclass 2024, we will explore the latest product updates and enhancements released in the last
Chat Queries
Hi Team, Chat is an excellent addition to the tool. I have a few queries on the tool. Can you please help me with it. Can I select a default group, say helpdesk team to handle initial sessions. Close and Create request, will not override my existing business
Service Request Approval Status "To Be Sent"
When Active Directory Users blank "Manager" (don't have reporting line yet). After requester raise ticket, "Approval Status" is "To Be Sent" but ticket "Status" is "Open" and SLA also running. It should be automatically set status "To Be Sent" and stop
Live Chat - Group Selection
Hi, I'm not sure how everyone else is getting on with Live Chat, have many rolled it out? We are getting ready to put this out to our customers however I have a concern. I've noticed that a customer can instigate a Live Chat without selecting a group, they will be shown the screen as if they are waiting for a technician to connect, however no technician will be prompted and so the customer will just sit there waiting until it times out. Also if they realize their error they can't stop it, they have
How to sync users with 3rd-party CRM software
Hi, I want to use SDP as customer support solution. We have more than 5000 users. We provide internet for customers. Now I want to integrate or sync customer with 3rd-party CRM application. CRM application developed by our team and not famous CRM. I don't want to export XLS from CRM and import to SDP. Do you have any solution to integrate or sync customer with SDP from 3rd-party application? SDP 11.1.27 DB: MS SQL Thanks for helping
Is it possible to add multiple "Break Hours" to a sites operational hours?
Hello, We have multiple sites with multiple shift patterns, where it would be helpful to be able to set multiple "break hours" e.g. site Watson has a shift 07:30 to 15:30 with a 30 minute break at 12:00 to 12:30, but it also has a shift 15:30 to 23:30
Sync Announcements in SDP to some Chanel in MS Teams
Hi ALL. We need sync some type of Announcements (from IT) in SDP to similar Chanel in MS Teams - How to ??
How to create a Request in another system with steps and procedures?
Dear All, We are using our Service Desk Plus to create a request manually by the HR for Employee Onboarding and we would also like to create another request automatically through API's in another system which has a similar form with similar fields, Count
How to Auto. Update "E-mail Id(s) To Notify" with the recipients sent by Technician?
Dear All, If I am replying to a Requester through the request and adding another recipients (To) while replying, how can we auto. update "E-mail Id(s) To Notify" (Field) to have all the same recipients added once the technician have sent an email? Regards,
No Survey sent automatically nor manually
It won't send a survey automatically and when I try to send manually, I get a "Survey not sent due to request mismatch with survey conditions" message. We have several instances running in ESM. This is the 2nd to last instance setup. There are no exclusions
Multi-line Field Search
Is there a way to search for information that is found on a Multi-Line field on a form? I've added the field itself to the column list but it just shows up blank, so I assume when reviewing request it doesn't pull that information in order to speed things
Send JSON Payload from Dynatrace to Service Desk Plus On-Premise
Hello everyone, Does Service Desk Plus On-Premise support integration for problem notifications with the json format? So, I have a Dynatrace for my monitoring tools. The expectation is that when an issue is detected in Dynatrace, it will automatically
Validation Service Desk Plus
Dear all, We received a quality audit in which they requested validation of servicedesk plus under gamp5 regulations. I wanted to ask if there is any report on this? either Is there servicedesk plus documentation on system performance testing? thank
Decision tree functionality
I am wondering if SDP has any decision tree features? Maybe they use a different terminology or something. Looking for something that if a requestor reports an issue and the tech begins working the ticket, as they are troubleshooting, they have an active
How to get CI Type
Here are two examples from SDP 14.5. The problem is to get the CI Type of an object. First example below is without "CI Type" in the question. We get an answer with "totalRecords": 1. This is needed to know if the answer is a single dict or if more the
Checking if requestor has an opened ticket before creating new one
Dears, I have a requirement and I am not sure if its available in Service Desk. I want to prevent self service user from creating ticket if he/she has a non-closed ticket. Each user is allowed to have 1 non-closed ticket at a time. Is there a way to achieve
Query that will provide all relationships
Hello SDP, Is there a way to get a query report that will provide all the "end to end relationship path? Example. CI 1 (application A) is related to CI 2 (server A) CI 3 is related to CI 2, CI 4 is related to CI 3, etc...
Attachment is not getting added in the request
I am using API to add attachments to the request. I am getting a successful response, but the attachment is not added to the request. I tried using both, the API tool from ServiceDesk and Python Script. But, getting the same response using both ways.
Is there a way to add custom fields to an asset?
Hello, we are trying to see if it is possible to add custom fields to the asset form. We have a use case where we want to track the location and assignment of an asset. The department and user fields on the asset form are not fully sufficient for our
[Free e-book] 5 IT practices that you should stop right now
Hello there, Is your organization still clinging to outdated and inefficient IT practices? It's time for a change! Identify inefficiencies, strategize for improvement, and propel your organization towards sustained profitability. Our latest e-book reveals
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