OpenAI Integration for ticket response
Hi, I am working with the idea of answering tickets in a few select categories or with specific keywords with OpenAI. For example if a user submits a ticket saying a printer is not working, then OpenAI should add a reply to the ticket with instructiosn
Query to get Open status timespent calculation
Version : 10609 DB : MSSQL OUTPUT : SELECT "wo"."WORKORDERID" AS "Request ID", sisd.STATUSNAME as "Changed From", sinsd.STATUSNAME as "Changed To", case when si.NEXTSTATUSID is NULL THEN cast(datediff(d , dateadd(s,datediff(s,GETUTCDATE() ,getdate())
[SDF-57370] On Behalf Of field
Hi! I'm curious about the designed usage for the on behalf of field for technicians. I'm aware that technicians can't use that field, and it is only visible when completed by a requester. Our requesters don't have access to update their tickets. If they put the wrong user in the on behalf of field, how is it to be corrected? We are working on some functionality to pull information from other systems about the user requesting access. If the on behalf of field is populated, it's the field that should
Tagging Support Groups
It would be highly beneficial to have the ability to tag entire support groups in the same way we can tag individual technicians using the @Name format. This feature would allow us to notify multiple members simultaneously when we need to bring attention
Response template: Is it possible to autocomplete the ‘To’ field of an email?
Dear all, In ServiceDesk Plus, in a response template, it's possible to predefine the content for auto-populating fields for frequently used email responses to requests, but in some templates I'd like to have the recipient (the ‘To’ field of the email)
Report user licenses
Hi, When I register a new software license, I linked it to users. So is there any way to obtain a report that include all users associated to a licenses? My instances is PSQL Regards!
Is there a chance to hide some tabs in assets form using page scripts?
We are trying to hide some tabs displayed on an asset form using Page scripts, like for example "relationships" tab
Office 365 - E-mail Setup
Dear All, I'm trying ton configure a new ServiceDesk Plus instance for one of my customer. After many try, I'm still blocked with the In/Out E-mails setup against Office 365 (Mcirosoft Graph) I've create an application for incoming and an other one for
Resend Survey
If for any reason (smtp down,...) an user does not receive survey email, how to resend survey invitation email? Thiago.
Attachment Request Api
,Hello and good day I would like to be able to attach files to a request while creating it. However, I am currently unsure of the service URL or method to achieve this, whether using Postman or Rest Api Could you please provide a reliable solution for
Email Fetching Errors
Roughly 3 weeks ago our Servicedesk Plus system stopped successfully fetching emails. We use Office 365 as our email provider, and at the time it started saying 'Unknown Error' occurred. At the time we were running version 14.3 and could not find any
how to add a request with attachments using API?
hi i want to add a request with a file attached to it using API. what the first picture is my APIView, second is my request inn postman and third is the response which says that it's unable to parse the json. is there something i'm not doing correctly?
API Adding Attachments
Hi, I know similar questions have been asked a few times but I can't find a clear answer so I'll ask for my specific scenario. I'm trying to use the ServiceDesk Plus API to add an attachment to an existing request using C#. What I'm struggling with is how do I specify either where the attachment is on disk or (preferably) provide the attachment as a byte array. I'm aware of this help page on the old API Request Operations but I can't get the code in the example there to work - I get a message saying
Users unable to reset password
Servicedesk Plus on Windows Server 2019, With MS SQL 2022 Database. After upgrading to version build 14600, our users are no longer able to use the funktion 'Forgot password' On the "have you forgot your password" page, the user is asked in enter domain/username
[SDF-43431] Priority field is not sorted
On the last upgrade for ServiceDesk Plus to Build 14.0 14006, the priority field shows the options with no order (sorted) when opening a new incident. how can I sort that field?
Hiding Tabs & Functions
Hello, In certain ESM Instances I would like to hide certain Tabs and Functions. On Request - Hide Work Logs Under the Reply menu hide: - Forward the Request - E-Mail the Technician - SMS the Technician Is this possible? Many thanks Lisa Build Information
Import requests with excel on Custome form?
When I import requests, they are only applied to the default request! We have a series of requests that are related to a new form (Custome Incident or Service form). How to import requests with Excel that will be applied exactly on that form?
Dashboard not loading
We've suddenly got a problem with our dashboards on SDP, they've stopped loading since last week, we simply get a screen with the four grey bouncy loading bars. Everything else on the system seems to be working OK. We're on 14304, there are no errors
I Can't AddRequest By Api
I really don't know what to do anymore! Based on the recommended structure noted in service desk plus documentation for "addrequest" by API { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server",
Trying to start PostgresSQL server failed
Hi I did follow this guide Install ServiceDesk Plus on Ubuntu Server | DevOps Compass Guided IT Solutions by Docker Captain (heyvaldemar.com) on a fresh installed Ubuntu 22.04. Unfortunately when I am running the command sh run.sh I am getting the error:
Sharing tickets with other users when creating tickets through the portal
Hi, Is it possible for the user to add another user through the portal who will receive notifications about the ticket? For example, if there is a field such as cc where the end-user would select another user who would then be included in the ticket.
Update profile picture programatically
Hi, We have profile pictures of all our users in Exchange and Sharepoint and AD already. We would like to set up a scheduled job using e.g. Powershell, to extract these pictures and insert them on the users in ServiceDesk Plus. Extracting them is easy, but is it posssible to programmatically insert them on the correct user in SD? And if so, does anyone know how? /Rasmus
The form cannot be submitted
Hello,we use SDP VER 13.0 We found that some forms suddenly had the submit button become non clickable after clicking, and the form could not be successfully submitted. We tried to reconfigure the form, but the situation persisted.
Configure Servicedesk Plus to IIS default website
Hello all, I'm running the non SDP MSP version for a small group. I am unable to figure out how to make SDP:8080 the default website to IIS. We have DNS records pointing to the virtual server and I am unable to note which directory or .htm file I need
Microsoft Graph - Requested resource does not exist
when I attempt to test fetch from my incoming mailbox via Microsoft Graph I am getting the following error: "Requested resource does not exist" The app registration is setup in Entra, so I am not sure what is missing.
How to add approval stage 2 from AD Attribute?
Currently, we can only set Reporting Line 1, but we need to add another approval stage for Reporting Line 2 based on the organizational structure. Do you have any ideas on how we can use another attribute in AD for Approval Stage 2?
How to set second reporting line approver?
Hello team, How can we set the second reporting line approver as the Microsoft Teams organization? Currently, we can only automatically set the reporting line for stage 1 approval, but now we need to set an approver for stage 2.
New ticket from closed request still references the closed request
Ok, so here's the scenario. Ticket 528245 is resolved, and then moves to closed. The following week someone replies to that thread, and it rightfully opens a brand new ticket 533183, instead of reopening the old, now closed ticket. Here's the rub. The
Query for Current Approvers on Pending Approval Request
I'm looking for a query that can provide me a list of Request ID's, Subject, and Approvers on request that are Pending Approval.
Automatically set Editor field from custom field...
I'm currently trying to get a work around for the editor field being broken, I need to automatically set the editor field based off of a custom field that is "Directly Reports-To" that populates users with "$CS.referField("WorkOrder_Fields_UDF_CHAR15","users",{url:"/api/v3/users"});
API Issues
Upon upgrading to version 14720, all of forms that use an API are no longer working with the error message below. {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"field":"authtoken","type":"failed","message":"Extra parameter(s)
Field and Form Rules for Editor
How can I fix either of the scripts below so they will set the editor field based on another field on form submit, this sounds pretty simple but it is not natively available in triggers or business rules because the Directly Reports-To field can be different
How to Import Servers Inventory from Redhat satellite 6 Management Platform?
Dear All, Is it possible to auto. import the inventory of the redhat servers directly from “redhat satellite 6” management platform to our assets inventory (i.e., servers) instead of deploying UEM Linux agents on them? Please let me know if there is anyway
Can I create a dynamic field that pulls from already-existing sdp fields?
I often have regional presidents requesting services on behalf of their sites, so when they submit a ticket, the site of the request may be (Corporate Office), but I'd like for them to specify which site they are requesting service for one of the sites
How to auto. populate selected asset details on the request additional fields?
Dear All, We've created a Service Template namely "Request for Smart Phone" which will populate only specific asset type (i.e., Smart Phone) if the Status of the asset is "In-Store" using the attached FAFR Script. If the specific smart phone is selected
How can we populate Request ID's and get auto. linked to the Request?
Dear All, We have built a Service Template with five (5) Fields namely: a) Previous Request ID (Text Field) b) Previous Request Requester (Text Field) c) Previous Request Subject (Text Field) d) Previous Request Description (Multi-line Text Field) e)
Integration with Microsoft Approvals
We have not historically made use of Approvals for Requests. I did just have a moment where it would have made sense to use, but since our end users are not familiar with receiving approvals from ServiceDesk Plus, I decided to just send an email. This
Issue renewing SSL certificate
Hi, our SSL certificate for on-prem expires 13/09/2024. I tried the commands that we used last time. 1. keytool -genkey -alias desgnas152.hgroup.intra -keyalg RSA -keysize 2048 -keystore sdp.keystore -ext san=dns:desgnas152.hgroup.intra,dns:dsgnas152
default postgres password for servicedesk 11
Hey, I tried every password like: sdp@123, SDP!123, postgres but still no success. Can anyone help me?
Unable to login
This morning none of our technicians appear to be able to log in. We attempt to login but the login page redirects to a page with /j_security_check on the end. The serverout.txt has the follwoing around user logins: [11:00:13:976]|[02-21-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[WARNING]|[171]|: PAM Exception caught while validating in WebClientAuthenticationManager : null| [11:00:13:976]|[02-21-2017]|[SYSOUT]|[INFO]|[171]|: [JBOSS] JBossSecurityMgrRealm: User:
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