ServiceDesk Plus - Automatic Request Transfer Between Portals
Hi Everyone! This is a Custom Trigger script for ServiceDesk Plus that automatically transfers requests from Portal A to Portal B in real-time. No manual intervention required! ✨ Features ✅ Automatic Transfer - Instantly sends new requests to Portal B
[DidYouKnow - 47] Live Chat feature
Live chat support has evolved into one of the most essential customer support service channels in today's rapidly evolving digital environment where users/customers expect instant and efficient assistance. In its 2025 analysis, Sprinklr reports that 73%
[DidYouKnow - 23] Script to Auto Merge tickets with same subject line
Scenario: An Organization has a Network Monitoring tool, whenever any issue occurs in the network, the tool will trigger an email to ServiceDesk Plus and will be raised as a ticket. However, if the action is set to run every minute, then numerous tickets
[DidYouKnow-43] Service Catalog Custom fields vs Resource questions
One common question that we often get from our customers is "what is the purpose of resource questions in the service catalog when its purpose can be achieved with custom fields"? In this post, I'm going to explain the benefits of resource questions over
[DidYouKnow-46] Combine your user survey with request closure notification
During our interaction with our customers, one of the constant feedback we used to get is the possibility of including the user survey in the request closure notification. Assume a requester receives a notification upon resolving the request so that the
[DidYouKnow-45]How to Auto Populate User Defined Fields(UDF) on a Ticket
One of our Community users has requested the following function in ServiceDesk Plus. When a user submits a ticket. The User Defined Fields (UDF - store users AD attributes), should get auto-populated on request additional fields based on the user who
[DidYouKnow-44] Automate Set/Unset Tasks Using FAFR
As you may know, using the FAFR feature in ServiceDesk Plus, you can define rules on a Request form. Based on the user's actions FAFR can dynamically Enable, Disable, Show, Hide, Mandate, Non-mandated fields and perform much more functions on Incident/Service
[DidYouKnow-37] Database Maintenance settings
Database performance is such a critical factor of any application/network. IT organizations are always chasing better performance that involves monitoring, tuning, and improving applications database as a crucial activity. Because of indices and other performance improvements, databases consume a LOT more disk space than what the actual data itself requires. Hence, monitoring the disk usage on the database server is vital to avert application crash or failure and to sustain optimal performance. With
[DidYouKnow -12] Bulk add pick-list values
Hello folks, Adding huge list of values to a picklist field has always been an exhausting process. With ServiceDesk Plus, we can now bulk add a huge list of values effortlessly. Just open a request template, go to "New field" available on the left pane, drag and drop a picklist to the form and click bulk add and paste the values. Values can also be sorted in ascending and descending order. Description content of the field can also be copied as help text for the requesters. See attachment to know
[DidYouKnow-42] Why your apps need Short Session Timeout
Keeping your applications secure and data protected is a growing concern in today’s era. Security compliance is of the utmost importance across all organizations and failure to do the same might lead to data loss and business risk. As an enterprise organization that is particular about compliance and security, you might want to ensure the security of your data by implementing a strict session inactivity timeout limit. Also, the Session timeout plays a significant role in managing the system resources
[DidYouKnow-41] Glowroot bundled with ServiceDesk Plus
Introduction: Glowroot is a simple APM (Application Performance Monitoring) tool useful for monitoring Java-based applications. It has a feature which allows tracing for slow requests and errors, it is also possible, logging trace time for every user action within the ServiceDesk Plus. https://glowroot.org/ Glowroot is now bundled with ServiceDesk Plus and available from 11124 builds onwards. Note: This tool is not enabled by default and need not be enabled until explicitly told so for performance
[DidYouKnow-40] Option given for requesters to select SLA on Service Request submission can be disabled
Multi SLA feature for Service requests was introduced in 11005 builds of ServiceDesk Plus. In this feature, requesters on submitting a Service request can select SLA from the given list configured for the particular service template. You may know more about the Multi SLA feature. Based on our customer needs, we enhanced the Multi SLA feature with the option to enable/disable Multi SLA for requester and technicians. Reference id's SDF-55748: Option to disable the SLA time stamp banner for requesters
[DidYouKnow-38] Unable to start ServiceDesk Plus as service
Some of us would have come across a situation, where ServiceDesk Plus works only through CMD prompt by executing the RUN.bat (batch file) and fails to start as service. This situation most likely occurs after application restores or migrating the application to another drive on the same server. The reason behind this issue is, the ServiceDesk Plus service is already registered with an old installation, the server will not allow the same service to get registered again on the same name. We can fix
[DidYouKnow -15] Possibilities on taking various actions upon SLA violations
Hello folks, The process of creating a level of service can come from many starting points, but the industry standard is, that you already have a number in mind that you want to achieve, and have some Key Performance Indicators (KPIs) that will allow you to measure if your helpdesk is doing a good job. In ServiceDesk Plus, we can have Service Level Agreements (SLAs) defined for the intra-organization service provided by the IT help desk team. These SLAs help to evaluate the efficiency, effectiveness,
[DidYouKnow-36] Contract Management life cycle
ServiceDesk Plus Contract Management helps you to organize and centralize contract tracking. The primary objective of contract management is to maintain a complete record of contracts of your organization with third-party vendors. You can track different types of contracts that are for lease, software licenses, support, maintenance, warranty, etc. Contract Management life cycle: New contract submission: You can create a new contract at [Contracts tab -> New contract ] provide the details of your
[DidYouKnow-35] Customize request templates
Colors can make you look away or draw you in. It has the ability to create emotions as powerful as music can. Colors help us instantly understand our environment. It is fundamentally important to our everyday life as it is all around us all the time, helps the human mind to relate and respond to our world. With ServiceDesk Plus build 11110, we introduced an enhancement to customize request templates with colors, fonts, font sizes, background color, label placements and so on.
[DidYouKnow -14] Requests can now be submitted using templates in mobile apps
Hello folks, With ServiceDesk Plus mobile apps, we can now submit requests using templates. Upon clicking the add button, a form appears that allows filling minimal information. Here a drop-down appears to select the template, It takes you to the page that would have Incident and Service templates, Select the required template,
[DidYouKnow-39] Automation on approving request using Artificial Intelligence
In every organization, handling approval is a nightmare even though we have a pre-configured approval structure, in certain situations such as if the approver is external to the domain and yet the admin is unable to provide them access to the system then goes through a manual process. This ends up with confusion in approving the request. As a part of handling such scenarios, we have automation in place that helps us to overcome those confusions. We have an AI assistant Zia that helps us in automating
[DidYouKnow-34] Easy Resource Management
Technology helps in completing work more efficiently, faster and with great flexibility. Do you know that ServiceDesk Plus helps you in managing your daily work more conveniently? ServiceDesk Plus allows creating multiple tasks under a single request and this can be assigned to different technicians. Every day, as an admin, you are supposed to manage all these tasks. Most of the requests may contain more number of tasks and it becomes tedious to manage all these tasks in one go. So here comes the Resource
[DidYouKnow-33] Initiate a quick chat from request collaboration
As you all may know, the Request collaboration feature was released with the build 9220 to overcome various hassles. Few are listed below, When multiple Technicians work on the same request in parallel, the changes(s) made by each of them are not known to one another. Such as, #The same request might be assigned to different technicians #Multiple responses might be sent for the same request by different technicians #Modifications made on a request and so on. As an enhancement to the request collaboration,
[DidYouKnow-32] Pending request count can be considered as an important KPI
The measure of time taken for tickets in Pending Status can be a perfect KPI in an IT Service Desk operations, let see how? In a Helpdesk environment, tickets are handled in 2 different ways. We expect tickets raised by the users to get resolved in the first interaction, in reality, most of them require back and forth conversations, between support tech and the user for various reasons. These ticket needs more attention and will be handled with different tickets status (on-hold, waiting for approval,
[DidYouKnow-31] Enforce password policy
The need for an effective password policy is undeniable, that I have to admit that I almost feel dubious even writing an article on the subject. It is very important for an organization to follow various aspects of the password. The following are the aspects that need to be considered seriously: Complexity, Length, Strength, and Expiration. Passwords are the first line of protection against any unauthorized access to your application, devices or any for that matter. The administrator as part of
[DidYouKnow -6] Customize cell or background colours of the request list view for better signification
Hello folks, With ServiceDesk Plus v11, an option to customize the request list view with colours has been introduced. This allows us to identify the requests that need our prompt focus. Personally many of us have always liked the idea of using colour to convey contextual information for on-line text content. The crucial benefit of this feature would be the transfer speed for very simple information and the avoidance of needing to understand a local language. i.e. a red traffic light works better
[DidYouKnow-24] Add images and description to service template resources
With build 11100, we released an enhancement to add images to all available resources in the Service Template. Service catalog shopping model that provides an appealing visual experience to the users. This enhancement enables administrators to add multiple images and a description to the resources in the service template. Here are a few screenshots that provide better insights, From the self-service portal, users can go through the images and descriptions
[DidYouKnow -3] Auto-close approval denied requests
Hello folks, In the past, technicians had to close the approval denied requests manually and when such requests go unnoticed, it clutters their workspace and distort the reporting too. To overcome this difficulty, we introduced a feature to auto-close approval denied requests that allows the technicians to get to the tickets that need their attention. This can be enabled/disabled from Admin > Helpdesk customizer > Request closing rules. Time after which a request should be closed once approval is
[DidYouKnow - 30] Auto-notify users when request is submitted during non-operational hours
Hello folks, One of our customers had come up with a requirement to notify him or a group of technicians when tickets are created "during non-operational hours". His primary concern was to not miss any high priority tickets. Their organization was getting a lot of negative feedback from their end-users because of not addressing show-stopper issues and they couldn't figure out how to put a full stop this issue. The customer wanted to check with us if we can provide a solution. Initially, the customer
[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules. Benefits of global FaFR: No more duplicating form rules on multiple templates. You can configure a separate set of global rules on Incident and Service templates. You can either convert existing FaFR to global rule or new global rule can be created. You can associate particular FaFR to be a global rule, which can be applied on "All templates" or
[DidYouKnow - 28] Technician's unavailability
Hello folks, Have you ever wondered why does this Asterisk mark appears near the technician's name and what does it indicate? As you may know, technicians can mark their leaves in the scheduler and choose an action for the upcoming requests (as in the below screenshot). When technician auto-assign is enabled, the application skips the technician who is
[DidYouKnow - 26] Restrict receiving emails from unauthorized addresses or domains
Hello folks, We often see questions about how to restrict receiving emails in helpdesk from unauthorized addresses or domains. For example, your organization might want to process emails and generate requests only from the domain users, but not from the email addresses outside of the domain. This can be accomplished by simply specifying the domains/email addresses. To configure this, navigate to Admin > Service Desk Configuration > Mail
[DidYouKnow -19] Why data-archiving deserves more attention
Hello folks, Data archiving is generally unjustly seen as a troublesome and never-ending activity that needs to be performed at least once a year. The data archiving feature available with ServiceDesk Plus helps you to maintain application performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process (all within the same database). Thus improves the performance of the application.
[DidYouKnow - 27] How to Add Quick CSI
In this forum post, we are gonna review an unexplored feature of Service Desk Plus "Add Quick CSI" this feature was introduced in 9207 builds of Service Desk Plus. This feature allows Admins to instantly add Category's, Sub-Category's, and Items on a single view. They can either type the Category, Sub-Category and Item one by one or they can copy-paste from any source. Early to this feature release, we had to create the Category, Sub-category, and Item using a separate button. The process was quite
[DidYouKnow - 25] User Account Lock Feature
The user "Account Lock" feature prevents security breaches and protects user accounts from potential fraud or abuse. Security settings allow the Administrator to configure security-related options without looking for Technicians to help solve security issues. Administrator in Service Desk Plus can enable this feature at [Admin tab -> General settings -> Security settings ] "Configure account lockout threshold and duration" The admin can configure the settings in such a way that, if a user enters
[DidYouKnow -11] Simple method to distinguish between a Incident & Service ticket.
In any IT organization, we come across two types of tickets/requests "Incident" and "Service" requests. An IT incident is any disruption to an organization's IT services that affects anything from a single user or the entire business. In short, an incident
[DidYouKnow - 21] You can embed your organization logo in Reports and PO's
Organization Details lets you configure the details of your organization such as, the geographic region in which your organization is located and the company logo. You can import the logo at [Admin tab -> Organizational details ], currently, we support the following image formats JPEG, GIF, and PNG with recommended maximum dimensions [20px X 40px (W X H)]. Imported company logo will be displayed in all reports. Logo and Organization address will be populated in PO's, invoice and in notifications
[DidYouKnow - 22] Support for whitelisting/blacklisting attachments with certain file extensions
Hello folks, With ServiceDesk Plus build 10009, we introduced a new attachment whitelist/blacklist feature. This helps restrict users from uploading vulnerable files to the application by blacklisting them based on file properties such as file extension or file content type. As you know, attachments can be uploaded various modules say request, change, solution, assets, problem and so on. When a user tries to upload a blacklisted file content type, it fails with a warning message as in the below screenshot.
[DidYouKnow - 20] Service Request Validator/Editor
Service Request Editor in one of the most unsung key features in Service Desk Plus. Even the requester can be assigned as Editor on the particular service ticket. This request Editor( requester ) can replace the technician role in editing and updating a particular service ticket. No need to purchase any additional technician license for validating Service request scenarios. Let see a use case. An organization has configured new starters process, HR input the employee details like start date and contract
[DidYouKnow -17] 3 tips for managing user groups
A user group is a holder for users that have common purposes. Creating and managing groups in the application shouldn't be taken lightly, as many essential features, such as publishing announcements, associating request templates and solutions can be done based on groups. Having said that, here are our best practices for managing user groups, 1. Announcements: Let's consider this scenario, the wireless network is down for a day due to maintenance
[DidYouKnow -18] Quick data migration from other HelpDesk tools to ServiceDesk Plus.
In ServiceDesk Plus we have the following tools that support quick data migration. Also, we have come across a few scenarios, where customers stay with the old build of ServiceDesk Plus, after years when they plan to upgrade, they need to perform a sequence
[DidYouKnow -16] Ticket closure automation
Automation features in the ITSM tool certainly improve the quality of service provided to customers. Automation ensures less human error and high reliability, which in turn reduces the workload of technicians. Enabling "Auto Ticket Closure" in Service Desk Plus is a simple process. Admin can enable this feature from [Admin tab -> Helpdesk Customizer -> Request Closing Rules ] he can define the number of days after which a ticket should be moved to "Closed Status" Once the technician provides
[DidYouKnow -13] Solution/KB with public access
In any IT organization, we need to find solutions for our day to day incidents/issues, at times we lookup for someone or some type of assistance, like asking our colleagues or raising a support ticket, the efficient method to get quick answers for our
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