Création ticket en double sur servicedesk plus
Bonjour à tous, Je souhaiterais avoir votre aide sur ce sujet s'il vous plaît : Peut on paramétrer sur servicedesk plus si un ticket est adressé à deux groupes et au lieu de créer deux tickets identiques par groupe, une tâche sera créée automatiquement
Project Scheduled End Date within business hours
Hi, First query, when the Scheduled End date on a Project task is set based on Scheduled Start date, is it only using the Estimated Effort to calculate this? Example above has set the scheduled End to 20:00 even though the Schedule Start is 10:00 and
How do I change the Owner of a Contract?
I helped our Contracts Manager and imported 200+ contracts from a CSV-file. Now I'm listed as the Owner on all of these Contracts. How do I change so that Notify->Owner doesn't go to me but to the person responsible for the Contract?
Tomcat CVE-2024-50379
From what I can see Servicedesk Plus is still on Tomcat version 9.0.87 since July.
Change of status upon assigning to technician
I'm looking for a way that changes status on the case from open to in progress automatically when the case is assigned or pick up by a technician. Is this possible?
TeamViewer integration with enterprise edition
Hi, How can i integrate teamviewer tool with SDP? we have enterprise edition.
Can I auto add request fields to task?
Hi Is there a way to automatically add request fields to a task? Trigger maybe? If so I don't see how..
Import actifs - contrat
Bonjour à tous, Nous avons créé un actif "Internet" et a fait l'import des actifs correspondants. J'ai vue qu'il y avait ce champ "Contrat" et nous souhaiterions savoir comment on devrait faire l'import pour remplir ce champ s'il vous plaît? Nous avons
Move login box over
Hi To accommodate our corporate logo - I would like to move the SDP login box over to the right. Guessing it takes a modification to a CSS file as I don't see it in the HTML editor.
Update to Build 14930 from 14840
Errorcode:1015 RC SI is disabled. Enbale to continue
Add Skip Backup Option in UpdateManager GUI
Hello! As those of us with older ServiceDesk environments are well aware, the option to skip the forced backup prior to upgrade has become a necessity due to the sheer amount of files/folders accumulated in the directory over time. This backup would take
Report an Issue
how when clicking on the "Report an Issue" button, the already specified template by asset type opened, and not something that the user could choose themselves?
Helpdesk categories
We are looking to create a new set of categories to classify our requests and incidents under. How can we hide the old categories when we've setup our new ones? What happens to existing tickets that have been assigned the old categories if we delete the
Data on Kanban card
I like to view my tickets in ServiceDesk Plus as a Kanban board and I am wondering if I can add additional data elements to be visible on the card. I would like to add scheduled date so I can track when the ticket is scheduled to start.
Closed Ticket Notification
The image below is received when a ServiceDesk Plus Request is Closed. is it possible to modify this notification email? We can't seem to find it for modification.
Fill data in additional field from an external source
Hi all! We need an additional field in the request form with a list of some values. Right now these values are maintained in an external database. Is it possible to fill the additional field with type list with data from some external source? Thanks
Make Scheduled Status Change MANDATORY for certain Statuses?
Hello - Is there a way (even custom) to make the Scheduled Status Change mandatory for certain statuses? For instance, when Technicians are putting the ticket 'On Hold', we want them to HAVE to fill out a date where is goes back to In-Progress. Is this
Design Form With multiple fields and multiple rows
We have a Assets Request Form that has 6 fields for the requested product specifications The user can make this request for up to 10 rows How do I implement this? like this: Item No. Item Name Item Code Quantity Source Destination 1 Laptop LP-001 2 Warehouse
Sending files from a request in an email message.
Please tell me how to send files from a request to an email? I can create the letters themselves, containing the description and other text from the request, but I don't understand how to get a list of attached files in the request and include them in
HTML into Request's Description
Is a way to insert HTML into Request's Description?
Skip forced backup from 14840 to 14930
Hi We don't seem to be able to skip the forced backup when going from SDP 14840 to 14930. I have tried using the details on this page - https://www.manageengine.com/products/service-desk/on-premises/service-packs.html - and was able to skip the backup
How to Hide the up-coming tasks from their owners until the previous Task (1st Task) is Completed?
Dear All, We have created 4 (four) Pre-defined Tasks and associated to a Service Template. We have also configured the Dependencies on those tasks on the Workflow tab of the Service Template, that each task is dependent on the previous task to be completed
Rest API - Filter Request Subcategory based on Category
Hello, I've been trying to use the API to return a list of Request Subcategories based on the category that each subcategory is linked to. I'm able to get the list of subcategories just fine when calling api/v3/requests/subcategory. This returns an array
Report - Service Desk Technician Daily Activity
Is it possible to create a report to see the amount of activity for a technician/group ? Activity is anything such as an email sent / note added etc. All I can see to work with in Report is Last Updated Time and Last Updated By which are not valid. The
How can we Enable (Allow) to Generate AuthToken for all User (by Default)?
Dear All, Is it possible to Allow (Checked) to Generate Own authtoken for all Users at once instead of enabling it manually for all Users? Regards, Wajahath Farooq
Change sdpadmin PostgreSQL password
Hi, how can I change the default sdpadmin password? I tried changeDBpassword.bat but it asks for arguments and trying to change the password by connecting to the DB I don't have the permissions to do that.
Where are user signatures stored?
We want to update all of our technician's signatures, but don't want to leave them to do it themselves. I presume they're stored on the server somewhere. Your Version: 13.0 Build 13009
Previous Patch not applied properly, hence contact support team
Hey, after trying to update SDP to the latest version 14920 from 14920, a problem occurred (error stating that the update failed - no error code with reference to a link from ‘rolling back’). Currently when I try to run UpdateManager again it pops up
Disable Comment on status change
Hi everyone, everytime we want to change the status on one of our tickets, we will be asked to write a comment for the status change. Is there any possibilty to disable it completely? I marked it as "not mandatory" but it keeps popping up and it's asking
Share request with User Group
Hi, Team, is there a way to share a request with one or more user groups using a deluge function? I thought about using the user_groups API to get the user names of the user_group and then the share API to share the request with them. Is there a simpler
Automatically send X reminders if ticket in certain status for X days and then close after 3 reminders
Hi All - I'm looking for an automated approach to begin sending reminders when a ticket is in a certain status for 30 days or greater. Then, after 3 reminders, if there is no requestor response, close the ticket. Is this possible?
How can we perform the Approval Action through REST API's on another Approver ID?
Dear All, We are trying to perform the Approval action through the REST API's, but if we are performing an action on other approver's it say's that we don't have the privilege's to perform the Action. We can able to successfully perform the approval action
Request to have a SQL Query for Approval Status?
Dear All, We would like to have a SQL Query which will have below mentioned columns: a) Request ID b) Requester Name b) Approval Status c) Request Status e) Approver Name f) Approval Level Number g) Approval ID Our current built of the Applications 14720
Only allow technicians to set priority if they are associated to group
Hello! We use the Priority Matrix to regulate the priority of a case, but we are experiencing issues where some users set a priority themselves because they overestimate the seriousness of a case, or misunderstand the function of what the priority means.
Email Support Group when Request has been assigned
Our support group receives an email notification when the request is assigned. Looking for a way to email the support group when a ticket is assigned to a technician so that the rest of the group is advised that the request has been assigned and to
How to populate the department in a service template?
Department information is already imported from AD. It is being used well in SDP and Endpoint Central. They are available in ESM portal - Department. We're trying to create a service template for HR officers and they pick a department from the existing
Assets with different services
Hi all, Im facing an issue with my service desk, we decided to add one more service catalog which related to other department for Ex. CPD. So im trying to give them access to the inventory so they can add non related IT assets and deal with it. the problem
ServiceDesk Plus and CMDB
Hi guys, I have question regarding using and integrating cmdb with SD+ requests. Lets have the following two cases: Case 1: I want to have a request in SD where ppl can request for share folder creation and provide some details such as owner etc. When
Customisable Additional Fields for Tasks
Our ITSM team have requested the ability to add additional fields to task templates with the goal of more accurate reporting on tasks, as well as allowing technicians who complete tasks to provide specific details quickly via picklist fields rather than
Approval clarification Level Two -> Level One
Hello, if you have several approval levels, is it possible to send a clarification from level 2 to level 1? Or do all clarifications always go to the requester?
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