Way to restrict and control Bulk Edit of requests
Hi everyone, I used form and rules to limit what the user can update and the flow of the Request to difference stage. But, it seem like they can bypass it by using the Bulk Edit. Just select (the tick box on the left) the Request from the Requests list then, select [Action|Edit] and a pop-up dialog box will appear and used can change the status, etc.. by passing the Form Rules. The permission allow will be based on the Role permission control. Is there way which we can control the {Action | Edit]?
[SDF - 45241] Request List Field - Linked Problems
Hi there, Our teams will have many open tickets in their queue and a lot may be associated to ongoing problem investigations. This isn't visible from the request list at all which can result in technicians working tickets that are already part of a wider problem investigation and wasting time. Is there a way of easily seeing from the request list what problem a request is associated with? TIA, Dave
Change status using a Python script.
There is a need to change the status of calls through Custom Requests, through a Python script. I hope for any help.
[SDF-60072] Feature Request: Show Notes Send To (History)
We'd like the ability to view under the History tab who a particular note went to. In our environment we frequently have multiple technicians working on a ticket throughout its lifecycle. Know who the note was sent to would be beneficial to us for better planning and awareness.
SAML 2.0 - Selfhosted
We self-host servicedesk plus and recently implemented OKTA SSO and want to integrate via SAML. I know it can be done with the on demand version but want to do in with out on-premise version. Thanks! Lee
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog?
Possibility to fill requester field with a script
Hello, I´m looking for a way to fill the requester field of a service request automatically with the technicians name, if a technician creates the service request. Is this possible with a script in the field & form rules? Thank you very much for your help.
E-Mail Command leaving commands in the new request
Greetings, I'm attempting to use the e-mail command feature of SDP to open new requests. The email for the new request will be coming from a SharePoint workflow, based on a new item being created in a SharePoint list. As I'm working on this, getting it to work as I want, I've noticed that new requests created via my email have the commands in the Request Description, in addition to any other text that is in the email message. I was hoping that the email command processor would consume the actual
How to disable/hide the tabs/menus at the top
We're using SDP 10512. We're looking at upgrading to 11 so we can take advantage of the ESM capability. Due to how you license your product, we're forced to get the Enterprise version for some departments. However, the Enterprise version is complete overkill for these departments. They do not need things like Assets, Changes, Problems, Projects, etc. Is there a way for us to disable/hide these menus from techs using these instances? We only want them to see Requests, Solutions, Reports and that's
Response Time Escalation
Hi Team, Response time escalation is not happening properly in the manageengine tool, we are receiving the escalation mail either after or before the time specified. Please let us know to achieve the response time escalation, in build 9222. Regards Karthikeyan.
Tickets by SMS
Is anyone using a SMS or texting service for employees to open tickets. How are you doing it and what service are you using? Any way to have the tickets assigned to the employee automaticly?
Export existing tickets to ESM instance?
We have one of our departments already using SDP. We would like to setup their own instance using the new ESM feature. Is it possible to export/move tickets from our default instance to their new instance? Thanks!
Change Freeze
Hi there, There have been a few posts requesting change freeze functionality from around 6 years ago. It's on the roadmap for release however in the meantime it can be manually achieved by placing a field and form rule on submit with the code below. Hopefully this will be useful to others. //Specify Change Freeze Dates here frzstart = new Date('25 Dec 2019, 00:00:00'); frzend = new Date('29 Dec 2019, 00:00:00'); // If change start or end dates are within the freeze window // the form submission will
Add Technician or email address to Note
I'd like to request a feature of adding a technician or email address to a note so that a note can be specifically addressed to someone other than the Technician assigned to the request. We like to use notes to have conversations amongst the technicians. The problem is that, the only person notified about a note being added is the Technician assigned to the request. It would be great if you can add a little box at the bottom of the notes window that allows you to type in a Technician or email
Query about the version update process
Buen día Los molestos comienzan a consultarlos ya que debemos proceder a actualizar desde la versión que tenemos actualmente 9.0 (9017) a la nueva disponible 11.00 (11000). Verificando la información, tenemos información para hacerlo desde Buil 10000 en adelante y luego le indicamos cómo hacerlo si tiene la versión 7612 o anterior.
Limiting Service Catalogue Visibility for Site Technicians?
It is relatively straightforward to limit the visibility of services in the service catalogue for Requestors. This is driven by a flag on the Service Catalogue service template that says 'show to requestor' with a subsequent filter to specific User Groups. I have several technicians set up (through roles) to see their site (requests) only. This works well for requests and for the trimming of the interface in general (seeing changes, not seeing assets etc.). The problem is that these site specific
Restricting the selection of the assets field.
I need to limit the ability to select the assets field to just one value. Those. so that the user can select only one value from a large list. By default, the assets field works like Multi select, but you need to implement work in the style of Pick list.
ServiceDesk Plus & Jira
Hi ALL! Where i can find demo about integration between ServiceDesk Plus & Jira ? What are the benefits of this integration?
Assignment to approver from the E-mail Id (s) To Notify field
How, through Custom Triggers, to appoint an approving employee from the field E-mail Id (s) To Notify.
Custom Requests view filter to search for Radio and Check box
Hi everyone, I created customer Radio box field with 2 Values in the form, but I can't seem to find how to create a filter view to detect the Radio box selection. When I create the Request Filter View for that custom field, I was present with a blank entry box. So what should enter to detect which Radio box (or check box) is/are selected. Thanks!
Creating an appeal with a different status.
Is it possible to create calls with a status other than open. For example, he added a new status - assigned, it is necessary that when creating a new appeal, it was created with this status - assigned.
Scan virtual machine
Hello everybody, Under Assets- IT Assets-Workstation i see several assets which are virtual machines (HyperV or VmVare) runing on Windows 10. I would like to put those assets under Assets-Virtual Host and VMs as I think that is the place where they belong. It also should put them automatically in that place after new assets are scanned. Can someone tell me how this work? Thank you
Searching requesters by Login Name
I'm making a custom interface screen and want my technicians to be able to search requesters directly by Login Name. SearchRequester.do?fromModule=WorkOrder&startsWith=X is fast, but only seems to search on names. SearchN.do?fromModule=WorkOrder&searchText=X can find Login Name, but is much slower since it's searching all fields, I assume. Is there any parameter for either of those functions to do the search I need? Thanks!
Reminder for outstanding approvals
I was wondering if there is a way to configure reminder notifications to be sent to approvers who have not acted on an approval within a certain amount of time. I do know that on the ServiceDesk home page the number of pending approvals appears, but most of our approvers will not be users that will be signed in to ServiceDesk on a regular basis.
Field and Form Rules - what Execution Order
Hi everyone, I have several rules in each section. (on form load, change, submission.. I read the web documentation from ME.. https://help.servicedeskplus.com/configurations/helpdesk/field-form-rules.html and example. What is order of execution in each section. Which rule get executed first, and what happen if two rule try to change the same field?
Architecture performance and scalability
The service desk system is filled with new features, but the architecture of the solution stands still, for example: 1. There is no Fail over services, the implementation of FOS is a warm reserve. This add-on works only on MS windows and does not Fail over. 2. Scalability - there is no possibility of horizontal scaling, for example, several application servers on different servers work simultaneously as a whole (for example, Apache Tomcat cluster), this would also solve the problem of fault tolerance.
End User Desk Portal
Hi all. I am new to the Service Desk platform and thought I would pose the questions here. I have been trying to find the association of the service categories within the "Create an Issue" and "Request a Service" on the web portal. Is there a way to separate out the service categories etc..from these 2 aspects? It seems to me that currently, in either "create an issue" or "request a service", the same information is presented. I feel this could confuse my end users via terminology. I like the idea
OpenLDAP login problems when adding additional fields in table sdldapfieldmap
I added all users from our LDAP-Instance in ServiceDesk Plus in the Admin/Benutzer/LDAP-Section. Unfortunately the name in LDAP is only the login number but I wanted to have first, last and full name available for all requesters. Thereforte I followed the instructions: https://pitstop.manageengine.com/portal/community/topic/how-to-configure-extra-ldap-field-map After I added following columns to the sdldapfieldmap-table in the database INSERT INTO sdldapfieldmap VALUES (7, NULL, 'FullName', 'cn',
default postgres password for servicedesk 10.5
Hi there, since I upgraded to 10.5 I can't connect to postgres using default user&pass postgres/postgres. What is the current password?
Filter Email Ids to Notify
Is it possible through a script to filter addresses shown in the Directory to a certain domain? We would like the ability to allow users to add a cc'd address in some request forms. The challenge is the directory is quite large and contains many domain addresses (gmail, hotmail, etc..). So to avoid having information shared to the incorrect address or worse, outside of the organization, is there a way to filter this directory?
Creating a Pick List of Users
I'm interested in creating an incident - additional field which will be populated with a list of ServiceDesk users. I'm hoping to use this to allow users to select those users higher than them in the chain of command for use with approvals. I have never really messed much with scripting in ServiceDesk, so I'm not sure if this is something that will be simple to do.
Picture on the service pack link
Good Afternoon, I am just informing you that the picture is incorrect on your website and makes you seem like you're living in the future.
[SDF-29571]Surveys
Hello, I have 2 questions about the survey module: - is it possible to include the survey in the "close request" form ? I want to avoid the user to get 2 email when a request is solved (currently: one for closing the request + one for the survey) - In
Parsing mails
Dears, I've problem in parsing only one command, but its importance is very high. The command is: @@REQUESTTEMPLATE=Printer Problem@@ I read this command should fill the fields with the defaults of the template name provided for XXX. However, I tried using it many times and it never worked out. Is there who can help with this important matter. See screen shots to view examples of my templates Best Regards, Kateba Attachments : Incident templates.png Service Requests templates.png
How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field\ There is a need to edit the request. 1. So that when choosing an employee, the field should be entered not with CI Name, but with E-mail. 2. Add to the field from the CMDB database only those employees who have filled in the E-mail field.
Widgets missing
Anyone know why there are no widgets in my copy of ServiceDesk Plus? I have done a complete reinstall of the software and still have nothing, before and after restoration of my data. Anyone have any ideas? Your Version : 10.5 Build 10513
Preventive maintenance task
Hi. I wonder if someone could help me to verify the next information about Preventive Maintenance Task function 1- I have a maintenance task that shall be executed each month for the rest of 2019 only. I wonder if the task can be restricted to be generated only in 2019 and not to repeat during 2020?. In other words I want to restrict a monthly preventive maintenance task but just for a single year. 2- Also for the same situation above, we want that the task that shall be no longer valid in 2020
Creating an additional field for selecting approvers
Good afternoon. We use the 10th version of SDP. The organization has more than 10,000 bidders. In certain situations, it is necessary to obtain approval of treatment. We tried to use the "select approvers" field, but this is inconvenient because, this field loads the entire list at once, loading the field takes more than 20 seconds. Is it possible to create an additional field, by the rules of fields and forms add to it all the initiators of the application and technical experts, and write a script
Question about feature on SDP roadmap
I was reading the SDP roadmap here: https://help.servicedeskplus.com/roadmap.html Under Planning > Requests > Related Workflow, there's this item: Creating dependent requests for service request through templates. Can someone please explain what exactly this feature is? Thanks!
Open customer page
Hi, There is any way to open customer page by phone number or ID? Regrads, Cezary
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