add an attachment to a CI using REST
Is it possible to add an attachment to a CI using REST ? I cannot seem to find how to do this ? thanks
Export to Excel
Hi, I wanted to export the list of Statuses from within the Helpdesk Customizer, but this just throws me an error in Excel. Is there a way that I could build a report and then export the list from there? I will admit that I am new to SDP, although I have lots of experience with other toolsets. TIA Ian
Custom Report
How do I create a rolling 12 month report that shows the number of tickets opened in each month by category?
9412 survey enhancements feedback
We just upgraded to 9412, and I would like to give some feedback on the survey enhancements. For starters--I really like the updated look. Feels nice and clean. However, there are a few issues: On the User-based report at the bottom of Survey Reports, all of the surveys are ordered by Response Date ascending. This means in order to see the most current survey results, we have to click the next button a hundred times, or use the filter on the left. I think it would be best sort these descending instead
Delete closed requests older than 12 months
Hi, With GDPR on the table and the general way of how personal data shouldn't be kept for longer than needed I'm curious if there's a good way to delete older requests. I *think* I can do a simple custom view where Request status is 'Closed' and Last Update Time is less than the date a year ago to get all the closed requests that havn't been touched since then. Though I can work with such a solution I'd much rather automate it, cause I have a feeling it's a task that'll get tedious in a hurry. Is
Print Preview Function- How to add ( include) task details?
Hi All, Print Preview function is usefull. But i have some taks in a request, i want to print our request and the same request taks, is it possible? Or there any different method? Report,etc...
Advanced search rexecutes last search everytime you click on it
I have noticed that the advanced search reexecutes the last search that was executed every time you go to use the advanced search. This takes a long time to load the search, would it be possible to clear it some how so every time you use the advanced search it starts with a blank search so it is quick to load? I am currently running SDP 9.4 Build 9409 with MSSQL database.
Workstation type
Is there any posibility to specify new type= Server? Because there are already 2 types:desktop and laptop.
Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Incorrect Time Zone
Hi, After upgrade to 9207 time is displayed one hour ahead. How to fix it?
Managing WAN links in the CMDB
Hi, Does anyone define their different types of WAN links as CI and manage them this way? If so how are you doing it? Cheers
32 bit to 64 bit on the same machine
Hi, I can find a guide on how to upgrade service desk plus to 64 bit, but when you reference the guide it always talks about how to do it on another machine. What process should I follow if I have servicedesk 32 bit installed on a 64 bit machine and just want to upgrade that install on that same server? Thanks
Change workflow : some status are not showing in some stages
i am facing a wierd issue. i am rewriting the configuration of my dev SD+ to the production . when doing the workflow i am facing this ; reject status under approval stage is not showing in my production environment but does show in my dev. they are at the same version and build level. version : 9.4 build : 9409 OS : Linux DB : postgres i also found in my dev environment now one status is missing in emergency workflow status : requested for information so that's make 2 different environement with
SAP database query for specific information
Hi. We are dealing with a customer that is requesting that they need that a customized field must be filled with information that is included in a SAP system. Basically the information refers to numeric ID for products or devices that are included in the SAP database. I wonder if this kind of interaction can be possible using REST API or maybe custom trigger? If so then I wonder if there is some info about the SAP versions that are supported and also how we can obtain some help to do this Regards
Importing content of pick list
Hi, is there a way to automatically import (e.g. via data base) pick list items? Pick list as incident additional fields. Thanks
Tableau connection to PGSQL
We are trying to connect to our PGSQL database with Tableau. Has anyone one done this before?
Search for share tickets
How can I research for tickets that have been share with me
Request Closing Rules do not affect Service Catalog items
Under our Request Closing Rules, we have the fields Impact, Request Type and Priority selected. These are also mandatory fields when creating requests. This all works fine, however I've noticed that requests raised via the Service Catalog can be closed without completing these. I assumed that Request Closing Rules controlled this, but it doesn't. Is there another area that controls this for Service Catalog items?
create change from service request including resource value
Hello Community, i Created some service request template with resource form. when i tested if i was able to create a change from service request with this template , i ran into this issue : No value of the resource section (seem to be named Asset Details when runnning the form) were copied to the change request. how can i add these value's from resources into my change request ? Regards, Martin
Add attachments to resolutions through API?
I have been working with the API on and off for about 6 months now. I'm looking to add an attachment to the resolution (like you can through the gui) via the api. Are there any examples of doing this I can look at? I can successfully manipulate attachments to requests themselves, but I'm unsure how to specify that they're for the request resolution.
Custom views "contains" criteria
Hi, When creating a custom view in SDP and selecting for example "Requester" or "Technician" and then the criteria "Contains", shouldn't you be presented with a text field instead of a pick list? SDP 9335 and MSSQL Regards, Alexander Nordin Region Halland
Problems with Field and Form rule using Approval Status
I'm guessing the answer to this will be the usual "we've logged this as a bug" or "upgrade to version xxx" but I'll try anyway. I'm trying to configure a Service Catalog item that requires Approval. When the ticket is logged it sits in one Support Group. What I want to do is configure a form rule that moves the ticket to another Support Group once it has been approved. At first glance, this seems simple. I can configure a "On Field Change" rule that looks for Approval Status = Approved in the Conditions,
Custom criteria on custom triggers
Hi all, I have a custom field in my service request form called company which I want to use as a criteria in one of my custom triggers. Is there any way to create custom criterias to use them in triggers? Kind regards, Armin
software licenses not showing
Hello, Software Licenses are not showing when user tries to allocate new License Agreement to Software License
Jira Integration with attachments
Hi, I have successfully setup SDP and Jira to create jobs using the Jira.xml, Has anybody managed to get SDP to send any attached files to Jira? we receive quite a few cases with screenshots attached that need to be passed onto our dev team.
change "scheduled_start_time"
Hello, friends Please help me with writing request for change task details: "scheduled_end_time" и "scheduled_start_time" I try to write like this: http://ServerName:8080/api/v3/tasks/15?format=json&TECHNICIAN_KEY=***&INPUT_DATA={"task": {"title":"TaskName","status": {"name": "Open"},"scheduled_start_time":{"value":1529989200000},"scheduled_end_time":{"value":1529992800000}}} But the task (№15 ) is not changing, but a new task with the specified dates is created How to change an existing task, and
Buisness rules don't work for technicians
I defined a simple buisness rule, to set the group and category fields of an SR, if it arrives to a specific mail alias ( that is the value of the "To" field ). The BR works if the senders are users but not if they are technicians. Can you explain why is that and how do I make BR work for technicians? Thanks, Oren
A simple buisness rule - What am I missing?
Hi All, I am trying to define a simple buisness rule that will set the group field, based on request subject: But when I created this request ( via E-mail ): The group field is not assigned. So what am I missing? Thanks Oren
custom ticket statuses not reflected in dashboard
Is there a way to reflect any custom statuses in the 'Requests by Technician' dashboard widget? We needed to change statuses and now it does not reflect the accurate counts per tech.
Change DUEBYDATE using API
Hello. I form the query: /sdpapi/request/1059?format=json&OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=***&INPUT_DATA={"operation":{"details":{"technician":"Ivanov Ivan","duebydate":"1529914740000", "frduebydate":"1529914740000"}}} but the date does not change. Tell me, please, where am I wrong?
First Response True/False variable for views
Is there a way to build a view filter that encompasses the basic idea of "First_Response=False"? This would be so that we could build a View around it and see immediately which tickets haven't been responded to yet and as they are responded to they would be taken out of the view. I've tried using Responded Date and the selections/variables available but it only allows me to pick a static date and not a variable like "Less than or Equal to: Today". I've also tried using the Response DueBy Time column
Changing to custom ticket status upon successful approvals
We are in the process of changing our ticket statuses. When a ticket has completed all approvals, it goes from a hold status to an open status. Is there a way to change it so that the ticket changes to a custom status of In-Progress, after the approvals are completed? Thank you.
Retired or draft solution topic - can this be hidden from specific technicians?
Hello, I was wondering if there is a possibility to hide a specific topic from the Solutions tree from a group of specific people (not end users, but technicians - so Self-Service portal is not an option) I want to keep there only "Retired" solutions and/or drafts that should be checked by admins only (I know we can keep those under the Unapproved status but my main concern is keeping the Solutions results as small and as possible, with minimum results) As a workaround I tried to delete all keywords
"Dont Show Login Details Again" Not working
Hello. I'm trying to evaluate service desk plus, but I'm hitting a roadblock with a seemingly simple problem. On a clean install of Service Desk Plus, V9.4 Build 9401, I'm unable to hide the default login credentials from the login page. I've changed the password, so they don't work, but I can't get the box with the default creds to go away. Clicking the X makes the box go away, but only until the page is refreshed. My web console throws a 404 error trying to get to /sd/HideLogin.sd (404). I've
Trigger request creation from two other requests being closed
Hello! I have a scenario where I need a request to be raised automatically once two other requests have been closed. So to set the scenario, as part of the new user request process, two requests for training are automatically created, both in different support groups. These requests are for base level training. There is then a requirement for a third request to be raised for the next level of training, but only once these first two requests are closed. We need to automate that process so that the
Get Attachments from REST API
Is it possible to retrieve attachments from requests using REST API? I would like to be able to fetch attachment named x from request number y
Query Report - List of Not Used Technicians and Requesters
Is it possible to create a query report of Technicians and Requesters who has not logged in for more than 30 days? We would like to know users who are not being used in Service Desk anymore.
Rename existing fields
Hi Is there any way of renaming existing fields? I'd like to rename "Emails to notify" to be something that the users would understand e.g. "CC:" 12 years ago you spoke about this functionality, but I haven't seen it yet. Cheers
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