[What's Cooking] Multi Level CAB approval for Changes
Hello users, Multi-Level CAB approvals for Changes, a feature that has been requested by several customers to meet their business needs. CAB approval on a Change might involve recommendations of members from various teams. Say, Network, Infrastructure, Finance, Management and so on. Thus, multi-stage approval can be very helpful to add cab members from different teams and approvals go one after one. After validating numerous use-cases and meticulous testing, this feature is up for the release in
ServiceDesk Plus 13000 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 13000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Behaviour Changes
[Tips & Tricks] How to effectively use mentions in ServiceDesk Plus
Hello folks, As you maybe aware that comments can be added to projects, milestones and tasks (Request,Problem,Change and Project). This allows project members to communicate with each other. In one of the recent versions, we brought in the "mention" feature that allows the project members to tag the technician to share any update, ideas and so on. This also allows the members to choose entity owners like "Project_Owner", Milestone_Owner and Task_Owner. These keywords populate only if the entity
Extra Parameters in CMDB API Disabled
Dear Users, We would like to inform you that there will be restrictions on passing any extra parameters in CMDB API. Only the parameters (like TECHNICIAN_KEY, INPUT_DATA, format, OPERATION_NAME,PORTALID) mentioned in ServiceDesk Plus and Asset Explorer
EOL Announcement for existing Projects and its associated V3 APIs
Dear Users, We would like to inform you that an enhanced version of the V3 API has been released with format changes that is applicable for Projects, Milestone, Task, Worklog, and Project Member API operations. The older version of the V3 API is marked
[Security Advisory] ServiceDesk Plus not affected by CVE-2021-44228
Dear Users, We would like to inform you that ServiceDesk Plus is not affected by the recent RCE vulnerability (CVE-2021-44228) reported in the Log4j framework. What is CVE-2021-44228 vulnerability? According to the Apache foundation, the reported
[QUIZ- 8] : New features released in version 11.3 ( Part -2)
We are excited to bring our quiz activity for the recently held virtual meetup session on New features released in version 11.3 ( Part -2) . You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity
Behavior Change in Custom Trigger Scripts
Dear user, The current_stage and approved_stage keys in custom trigger input JSON are renamed as current_level and approved_level respectively. Users are advised to update their custom trigger scripts accordingly as the older keys will be deprecated
Deprecation of few existing internal APIs
Dear users, We would like to inform you all that existing APIs used for "System Update Notification" and "Product Overview" will be deprecated from version 12004 and the support will be completely removed by March 2022. We highly recommend you to switch
Important: SDP IOS Push Notification certificate has expired
Dear User ServiceDesk Plus IOS push notification certificate expired on 12th December 2021. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder.
[Community Digest] ServiceDesk Plus - November 2021
Here is the monthly rewind for November 2021! Version and Build release: 12001 (Released on 16 November 2021) Check our ReadMe for more details. Product Highlights: Behavior changes : SD-97367: The default value of Backup Scheduling is now set to 7
[Virtual MeetUp] Free Training on Handling Emergency Changes
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 5th session of Virtual meetup, which is scheduled on 15th April 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[Security advisory for CVE-2021-44526 and CVE-2021-44515] Authentication bypass vulnerabilities in AssetExplorer and Desktop Central
Hi there, This security advisory addresses two authentication bypass vulnerabilities that affect AssetExplorer versions up to 6952 (CVE-2021-44526) and AssetExplorer customers who use the Desktop Central agent for asset discovery (CVE-2021-44515).
ServiceDesk Plus 12000 Released !
Dear Users, ServiceDesk Plus version 12000 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Release Management in ServiceDesk Plus ServiceDesk Plus now supports Release Management
[QUIZ- 7] : New features released in version 11.3 ( Part -1)
We are excited to bring our quiz activity for the recently held virtual meetup session on New features released in version 11.3 ( Part -1) . You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity
[Community Digest] ServiceDesk Plus - October 2021
Here is the monthly rewind for October 2021! Version and Build releases: 11308 (Released on 01 October 2021) 11309 (Released on 15 October 2021) 12000 (Released on 25 October 2021) Check our ReadMe article for more details. Product Highlights: Behavior
[Virtual MeetUp] Learn why you should enable Advanced Analytics for your ServiceDesk Plus
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 12th session of Virtual meetup, which is scheduled for 18th November 2021, registrations are open now. Kindly pick a suitable time zone and register today.
[ForYourInformation -57] An Introduction to Flexible Column Layout for Request and Release templates
As you may know, the request template can be customized using different fonts, font sizes, font colors, background colors, and label orientation. Further templates can be customized at three levels: Template, Section, and Field. In this article, we will
[What's Cooking] New Features and Enhancements expected to be released with the upcoming 12000 Version of ServiceDesk Plus
Dear Users, We are happy to inform you all that the following features and enhancements are expected to be released with the 12000 version of ServiceDesk Plus. Release Module: ServiceDesk Plus now supports Release Management in the IT help desk. Release
[Virtual MeetUp] Free Training on New Features Released in Version 11.3 - Part 2
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 11th session of Virtual meetup, which is scheduled for 21st October 2021, registrations are open now. Kindly pick a suitable time zone and register today.
[Virtual MeetUp] Free Training on features released in version 11.1 :Part 2
We are excited to announce that the registrations are open for the next Virtual Meetup which will take place on Thursday, 18th February 2021. As a continuation of the last meetup, we will be having training and demonstrations on some of the major features
[Virtual Meetup] The Top 30+ New and Enhanced Features of ServiceDesk Plus : Part 1
Warmest thoughts and best wishes for a wonderful Christmas and a Happy New Year. Stay safe and healthy! We are glad to invite you all for our 2nd session of Virtual meetup, which is scheduled on 13th January 2021, registrations are open now. Kindly pick
[Virtual MeetUp] Free Training On ITAM - Part-2: Unified Agent in ServiceDesk Plus
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 9th session of Virtual meetup, which is scheduled for 19th August 2021, registrations are open now. Kindly pick a suitable time zone and register today.
[Virtual MeetUp] Free Training On IT Asset Management
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 8th session of Virtual meetup, which is scheduled for 15th July 2021, registrations are open now. Kindly pick a suitable time zone and register today.
SQL Cookbook for ServiceDesk Plus - Chapter 1 - SQL basics
SQL Basics: SELECT wo.WORKORDERID AS "Request ID",
wo.TITLE AS "Subject",
aau.FIRST_NAME AS "Requester",
ti.FIRST_NAME AS "Technician",
cd.CATEGORYNAME AS "Category",
std.STATUSNAME AS "Request Status" FROM WorkOrder wo
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID
LEFT JOIN SDUser td
[QUIZ- 6] : ITAM :Unified Agent in ServiceDesk Plus
We are excited to bring our quiz activity for the recently held virtual meetup session on ITAM: Unified Agent in ServiceDesk Plus . You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity for
[Virtual MeetUp] Free Training on New Features Released in Version 11.3
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 10th session of Virtual meetup, which is scheduled for 23rd September 2021, registrations are open now. Kindly pick a suitable time zone and register today.
[Community Digest] ServiceDesk Plus - September 2021
Here is the monthly rewind for September 2021! Version and Build releases: · 11307 (Released on 24th September 2021) · 11305 (Released on 8th September 2021) · 11306 (Released on 11th September 2021) · 11307 (Released on 24th September 2021) Check
Removal of Support for Email-only Approvers in Request Approvals and Request Approval API changes
Dear Customers, As part of the enhancements in Request approvals and the associated API development, we are removing support for Email-only Approvers. Only people configured as users in ServiceDesk Plus can be configured as Approvers for Requests going
ServiceDesk Plus 11300 Released !
Dear Users, ServiceDesk Plus version 11300 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Make way for better ticket template and category predictions with Zia. Zia,
[Tips & Tricks] Script To Non-Mandate Item When Sub-Category Is Empty
Classifying requests using Categories, Sub-categories and Items plays a vital role in the ticketing environment. Some key benefits are: It helps the organization to quickly route the tickets. Increases the efficiency of support workflow. Support analyzing
[Tips & Tricks] Autoselect SLA for Service request based on User Site info
One of our community users requested the following requirement, to autoselect SLA on a Service request based on the requester's site i.e When a requester submits a service request, based on the requester's site one of the SLA associated with the particular
Upcoming End-of-Life of Request Admin V1 APIs
Dear users, This announcement is to inform you that we have plans to process End-of-life (EOL) for Request Admin V1 APIs and Worklog V1 as a part of the 2021 Q3 release. Post that release, any upcoming releases will not have access to the V1 Request Admin
Deprecating few params of v3 API urls
Dear users, We would like to inform you that we have made some changes to the V3 API (URLs starting with /api/v3) format. These changes are incorporated in the 11204 version of the application. To avoid disruption of service or normal operations, we
[QUIZ- 5]:IT Asset Management
We are excited to bring our quiz activity for the recently held virtual meetup session on IT Asset Management . You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity for the Free Training
[Community Digest] ServiceDesk Plus - August 2021
Here is the monthly rewind for August 2021! Quiz: The Quiz-5 was held on the 17th of August, 2021. You can check out the recording of the session and the questionnaire. Follow this space to know more about the past and upcoming Quiz events. Community
Upcoming End-of-Life of Request V1 APIs
Dear Customers, Today we are announcing the End-of-life (EOL) date of July 31, 2020 for Request V1 APIs. From that date forward, any upcoming releases will not have access to the V1 Request APIs. All clients and integrations based on V1 will stop working unless they are updated to use the latest V3 version of the Request APIs. We strongly recommend moving to the new version of APIs for all cases where the operations are supported in the newer V3 APIs. Previously, the support for the User and Technician
[Tips & Tricks] Operational level agreement(OLA)
Ever wondered about how to manage the agreement on delivery of services between each internal support groups of an organization? In service desk plus, post the build 11107, we have introduced the feature "Operational Level Agreements" "OLA" which provides the internal measurable metrics among the support groups that will work in tandem with the SLA of the respective services promised by the service provider to the customer. Why do we need OLA? The OLA's are generally configured to align the activities
[Virtual MeetUp] Free Training On How Users Can Make The Best Use of Self Service Portal
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 7th session of Virtual meetup, which is scheduled for 17th June 2021, registrations are open now. Kindly pick a suitable time zone and register today. 02:00
Request Custom Filter - Removal of Support for V1 API Operations
As part of the Request Custom Filter enhancements, we are removing support for the below V1 API Operations: View All requests [/sdpapi/request?OPERATION_NAME=GET_REQUESTS] View request filters [/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS] We
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