Useful MSSQL queries for additional fields
Since i was not able to find the queries i needed i made my own and decided to share them in case they could be useful for someone else. Tested on build 14.9 Build 14920 MSSQL database Show additional fields and what templates (if any) they are used in:
Zia widget not working on company website - howto
Hello: We placed the code snippet for Zia widget in order to be visible from our company intranet using the instructions provided (To use this feature, enable Zia Widget and paste the following code just before the closing tag of the website's HTML source
Assets reports
Hello everyone, I'd like to know about asset management and tracking on Servicedesk Plus: Actually, when we assign assets to a user, we have to do it manually, as shown in the photo below: And on our side, our manager wants to know which technician assigned
Report for Marked Tasks
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How do I hide Statues in the Problem module (also Tasks)?
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Trigger for reply to request
Hi, How to define a custom trigger just when technician reply to request? I want to run a script and call another API with technician's reply data. As matter of fact, I want to give technician's reply and send to another Message Instance like Whats App,
Custom Function in new API after 14900
Hello, I've got this message when entering a cf that we used to change status on reply. This custom function is using an outdated sdp.admin.leftpanel.helpdesk.notificationrules.hom API version. We recommend updating it to the latest API version. I can
Reporting on Assets - DB growth
We want to get a report out of our SDP's CMDB to detail the growth in the number of servers for the last 3 weeks. Next step would be to correlate with previous periods to estimate how fast that number grows, so we can then order the correct number of
Request - Incidents
596 / 5 000 Résultats de traduction Résultat de traduction Hello everyone, This is not a request for problem resolution, but rather a request for advice. In Service Desk Plus, we have difficulty determining whether a request is a service request or an
Requester changed to 'system' - unknown email address.
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Red envelope in notification center
Hi, We recently updated from v. 14620 to 14860. One notable change was in the notifications center. Previously, when a requester had replied to a request, the corresponding notification would show with a red envelope. Now it's just a generic "request"
Pick list field options drop off when request is updated
Hi there, We have noticed that our pick list additional fields options drop off when a request is updated (ie, group is changed or technician is changed) is this system behaviour? or do I need to configure something in the background?
Requester view of tasks and approvals
I would like the requester to have more visibility into the progress of their Request Catalog request, specifically with the progress of tasks and approvals. I would like the requester to be able to log into the system and see what tasks & approvals exist on their request, the status of each, and who they are assigned to. All requester views of this information should be read only. I would also like the requester to be emailed (email should include all details) when a task or approval is assigned,
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Freeze Field in Tasks
Hello, Using the task template in ServiceDesk Plus, we created tasks with costs. We would like the following fields to be non-editable when the user selects the task: The fields: - Additional Cost ($) - Estimated Work And in the Actual Start and Actual
version 10000.
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Not able to upgrade from 14750 to 14840
This appeared when i am installing the ppm. Could you please advise me on what i should do? Thank you
Hiding certain requests from technicians
Is there any way we can hide certain request logged depending on what category/Sub Category/Item they are logged under for a particular group of technicians.
Retaining Change request description alongside request description when a Change is created from a Service request
Dears, Greetings! We are on the latest build of SDP 14.2 Build 14200. We have customized Change template description field, such that it captures lot of details from the requester. At times, we do raise Change from existing requests. Doing so, description
Task Template Trigger
I created a Task Template but forgot to set it in the trigger mode. When I try to edit it, the Assign and Mark buttons are not available. Where can I make this change?
Mandate task fields
Hi Is there a way to mandate fields (owner, group) during task creation? I know I can mandate fields for closing a task.
On-Behalf-Of approver
Hi, Team, If one has "Auto-approve requests when the requester is the approver" as "Yes" and a requester uses the on-behalf-of field with someone who approves the request, the request will be automatically approved. This situation can be seen as a lack
how to set automatically : Task_ACTUALENDTIME = Task_ACTUALSTARTTIME + estimatedeffort
Hello, We want to automatically set the actual end time of the field on the task based on the calculation below: Actual End Date = Actual Start Date + Estimated Work (Task_ACTUALENDTIME = Task_ACTUALSTARTTIME + estimatedeffort) I think this can be done
GET API response (result) doesn't show all requests
Dear All, We are using the GET API to view all the requests but the response doesn’t show all the requests. Regards, Wajahath Farooq
How to Fetch all request through GET API specific to the Requester?
Dear All, How can we fetch all requests (specific requester) through GET API based on the "Requester.Email" or "Requester.LoginID"? Please let us know the search criteria (input_data). Regards, Wajahath Farooq
How to find Postgres Database Password
Hello, I'm attempting to up the security of our ServiceDesk, and one of the recommended measures is to change the Postgres Database default password. When I selected the security measure, I was redirected to this link - https://help.servicedeskplus.com/change-postgres-user-password.
Auto Assign a ticket based on a incoming email and using a specific keyword in the Subject Line
Hi team- I'm trying to auto assign a ticket to a technician that comes in via email has a specific keyword in the subject line. This ticket will go to only one specific technician, and not the entire team. Has and what has anyone had luck with this? If
Extract all requests/changes in .csv
Hi, greentings We need to extract a complete report of all requests and changes registered in the on-premise SDP What is the recommended procedure?
Masterclass 2025: Episode 2 - Reimagining your service delivery operation to deliver best-in-class service experience [Mar 27]
Hi there, We are excited to invite you and your team to the second episode of Masterclass 2025. We will discuss the step-by-step procedure to design, implement, and manage a powerful service delivery model to cater to your organization's service needs.
Service Desk Upgrade from 14750 to 14840
Hello i have issue on service desk upgrade from 14750 to 14840.The upgrade went well at the start but in the end just a pop-up message say problem in pre-validation. Can anyone help me resolve this?
Looking for how to see the time tickets are in a specific request status on closed tickets for each month to compare data over time.
Hello, I am trying to see how I can run a report on all tickets that were created in a specific month, such as January 1-January 31st. I'd like to be able to get the average time those tickets were sitting in a specific status, such as "on hold", or "awaiting
Notification Action Email Template Location
I could have sworn I saw a location where the email templates for notification actions were kept. Did I imagine this? What I'm talking about are the email templates that can be created for Admin > Automation > Custom Triggers > Notification Action > Edit.
Can the survey be added on the Close screen?
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Translation File
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login form translation
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What table is Site Manager located in?
Hello - I have MSSQL and I'm looking for the tables that contains the Site Manager value?
Configuration is set as NOT to receive email from new email addresses
Hello. we have noticed that some external emails (not all) are not generating tickets. We have checked system logs and there are numerous events like below. However, our mail server settings do not have this setting ticked. Is there another section in
Hide stages from stageslist within a change
Hi, I'm trying to apply a script that hides a specific stage (e.g. the UAT stage) from the stages list within the change view (see attachment). I just wrote a tiny JS script to accomplish the task: var stagesList = document.getElementById("stagesList");
Assets - Additional fields - I would like to create additional fields that are specific to product types
Problem example I have mobile phone assets, they have a product type of "Mobile phone". They have an attribute of SSN number, so I have created an additional field called "SSN number". This additional fields is applied to all assets, so I now when I open
Add approver automatically after editing the request
We have a product delivery process that requires three managers to approve in the first step. After approval, the request goes to the technician and he prepares the product, but at this stage, the security manager also needs to approve the release of
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