SDP & ServiceNow Integration - attachments and screen shots?
HI All - I'm going down the path of setting up the SDP <-> ServiceNow integration but have some questions. I understand a ticket can be created in ServiceNow when we open one in SDP, and visa-versa, but are updates captured as well? Meaning, conversation
Possibility to redact attachments by other users indicated in the flow
Possibility to redact attachments by other users indicated in the flow (in case internal digital signature needs to be applied on pdf files). To simulate a 2-stage flow, where at the 1st stage a pdf file is attached to the ticket, and at the 2nd stage
Request custom script for getting user job title
Hi, The scenario is that I have a field called current job title and I would like to implement a script, which all existing job titles gets imported in this list is there a way to do it?
SD Plus - Expand all and Load More Conversations
Our service desk tickets tend to have a lot of back and forth correspondence on them. I use the Expand All button quite a lot to enable using Ctrl+F to find keywords in a ticket (pic1). However, Expand All only expands the loaded responses. I regularly
Mot avec caractère spéciaux et accent
Bonjour à tous, Nous avons importé des données via fichier csv sur la base de données actifs de servicedesk plus. Nous avons créé un champ et lorsqu'on importe le fichier, les mots avec accent et caractères spéciaux ne s'affichent pas normalement comme
Ajout tâche dans projet par un team member
Bonjour à tous, Nous avons créé un projet sous servicedesk plus, c'est un chef de projet qui l'a créé. Actuellement, le chef de projet a changé et le développeur qui est dans le projet souhaite pouvoir créé des tâche dans le projet. Avant c'est le chef
Converting Last Agent Scan to Date/Time - SQL
I have tried all of these and the last scan date shows as 1970... what am i doing wrong? SELECT [WORKSTATIONID], [LASTAGENTSCANTIME], DATEADD(ms, ServiceDesk.dbo.SystemInfo.LASTAGENTSCANTIME / 86400000, ServiceDesk.dbo.SystemInfo.LASTAGENTSCANTIME / 86400000
On Form Submit Rule Query - Duplication
Hi, I have a On Form Submit Execute Script rule to update the ticket description. However when the Requester is submitting the ticket it appears to apply it twice, the initial and then again after it's shown the Suggestions pop up. This duplicates the
Notify requester when technician is absent
Hello We would like to notify the user, if they follow up a ticket with a reply, that the technician is absent, if the technician is marked on-leave in the scheduler. We can do this through Notification Custom Triggers, but the option to select if technician
Création de champ dans Actifs
Bonjour, Nous souhaiterions savoir comment créer des champs pour les types d'actifs sur servicedesk plus, Par exemple dans Network, ajouter d'autres champs comme "opérateur". Nous avons créeé les champs ici mais ils ne s'affichent pas dans les champs
Allow normal agents to access the end-user portal
It would be helpful if normal agents could access the end-user portal in the same way a normal user does, so they can review templates, check the end-user experience, see solutions, etc. Just needs a menu option or button somewhere on the agent screens
Tâche obligatoire avant résolution ticket
Bonjour à tous, Nous souhaiterions savoir s'il vous plaît, s'il est possible sur servicedesk d'obliger les techniciens à ajouter des tâches avant de modifier l'atat d'une demande en "Résolue"? Donc il ne peut pas modifier l'état s'il n'y a pas de tâche
Show All Assets Inside Drop Down Box of Request Details View
Whenever a requester is selected when filling out a request template, and then you go into the assets list right under it, you have to check a box "Show All Assets". I want this field to already show all assets automatically without having to check that
Modifier champ dans modèle de tâche
Bonjour à tous, Nous avons eu un souci sur le modèle de tâche sur servicedesk plus, en fait le cahmp coût supplémentaire est devenu obligatoire lorsqu'on remplie le modèle comme le montre l'image ci-dessous, nous souhaiterions savoir où est ce que nous
Limit request status to specific groups
Is there a way to limit certain request statuses to specific groups? For example, one group needs a status of "Awaiting Invoice Payment"; however, other groups have no need for this. To avoid using the wrong ticket status while also keeping the status
Cycle de vie : La version publiée ne peut pas être modifiée
Bonjour, Nous souhaiterions modifier un cycle de vie et nous avons ajouter le défault request dans les modèles associés. Mais là, nous ne pouvosn plus modifier ou désactiver la règle de cyccle de vie. Il y a une erreur : La version publiée ne peut pas
Gestion congé
Bonjour à tous, je souhaiterais savoir comment on peut faire une demande et plannificationd e congé sur servicedesk plus s'il vous plaît? De mon côté, je ne vois que les types de congé. Cordialement,
Ajout menu "Tâches" dans maintenance
Bonjour, Nous souhaiterions savoir comment ajouter un menu "Tâches" dans le menu Maintenance de servicedesk plus afin que les techniciens puissent ajouter des tâches dans les demandes Maintenance. Exemple sur la photo ci-dessous : Si quelqu'un a déjà
Remplir champ actif lors de la résolution d'une demande
Bonjour à tous, Nous souhaiterions obliger les techniciens à remplir les actifs concernés quand il modifie l'état d'une demande en "Résolue", donc l'éat ne change pas si l'actif n'est pas rempli. Voici la configuration que j'ai fait mais ne marche pas
Template - Move input from Resource Info to Description
I would like to take the answers from Resource Info that the end user inputs into a template/form and use it to fill the description field. Is this something I can accomplish with a custom script, perhaps using the CS.dataStore.get and CS.dataStore.set
set Change to "Completed" at "Implementation" stage by "Implementer" who does not have the Change Manager or Change Approver role
Hi all, we currently have "Implementers" of Changes who are unable to set changes to Completed at the Implementation stage. the knowledge base here https://www.manageengine.com/products/service-desk-msp/help/adminguide/change/implementation/move_change_im.html
How to change On-Behalf-Of in active request?
Requesters sometimes enter incorrect On-Behalf-Of recipients in requests, or it needs to be changed for another reason. This in however not available to edit, greyed out. Is there a way to change the On-behalf-Of user once the request is initially g
Make some changes in the account.
Hello, I have a Standard free license and I am the last survivor of the company and I would like to change logos and delete users. I have not admin rights to do it. After contacting your patners support I have to rise the ticket here. How can get admin
Remove clarification option in approval process
I'd like users to be only able to either approve or reject an approval request. Not to be able to ask for clarification which sends it back to the requester asking for further details. Is there any way to disable this so the only thing an approver can
Rotate the logon background image from a list
Hi, a customer wish, if possible, to pick a random background image from a list. I've found this script and customized: <script> const images = [ 'url("/custom/login/Sfondo-bottiglia.jpg")', 'url("/custom/login/DJI_0585_small.jpg")', ]; // Function to
Get Lookup Field and update Description Field
Hello, I'm trying to update the description field using this script on Field Change: // Retrieve initial values of fields var employee_name = $CS.getValue("ServiceReq_User_UDF_CHAR1"); var responsible = $CS.getValue("WorkOrder_Fields_UDF_CHAR4"); var
Task Approver(s)
Hola, buenas tardes, Estamos utilizando la solución Service Desk Plus Cloud y estamos buscando configurar el sistema para que las tareas de una solicitud solo se asignen a los equipos de los técnicos una vez que la solicitud haya sido aprobada. De lo
Setup Mail Fetching alerts when more than 1
Hello We are using Servicedesk Plus version 14750. We are looking at trying to implement something that will let us know if the mail fetching count is ever above a certain number, say 5 as an example as recently we have had some issues with certain emails
Servivedesk Plus and Microsoft Copilot
Hi! Are there any plans to build an agent to bring Servicedesk Plus into Copilot for Microsoft 365?
Solution keywords?
What is the use case for the Solution "Keywords" field? It does not work with searches, so I am not sure of the purpose.
bell notification for approval clarification
hey guys i noticed there is no bell notification for approval notification . and it makes it so easy to miss . is there any way to activate it or do you have any scripts to help me send a bell notification for it ? thanx in advanced
ManageEngine Supportcenter Plus - version 14.8 - Build - 14830 is available
Dear User(s) Greetings for the day. We released Supportcenter Plus - version 14.8 - Build - 14830. Behaviour Changes: SCP-3505 : From this release, the customer portal will show only the latest announcements. Earlier, all announcements including the past
Rôle utilisateur -> technicien SDGuest
Bonjour à tous, Pour pouvoir utiliser le planificateur de congé, nous souhaiterions changer les simples utilisateurs en technicien mais avec un accès restreint sans les mentions marqué en jaune dans l'image ci-dessous. L'idée c'est laisser les collaborateurs
Modification technicien en utilisateur
Bonjour, Nous souhaiterions savoir si on peut modifier un technicien en utilisateur simple. Nous avosn fait un test sur un utilisateur et on ne peut plus le remettre en utilisateur simple.
Problem list doesn't use the entire screen like Request does
Problem Request
Conditional Approval for each group of users
Hi friends, I need a script or function or trigger for adding approval stages based on user attributes. For example, we had an additional field named Organization that includes the organization name of each user. How can I add conditional approval stages
How I can Add request via API on HR Instance?
I have 2 instances IT & HR How can I Add request via API on IT Instance? I cannot pass parameters to this URLs: http://itsm/api/HR/v3/requests? OR http://itsm/api/hr/v3/requests? OR http://itsm/api/portal/hr/v3/requests? ----------- Error: Invalid U
Does Renaming the Support Group Causes any Issue/Impact?
Dear All, We have around 1000+ Incident and Service Requests records assigned to a Support Group and we would like to rename the Support group name. The Support Group is currently being used in our Business Rules, Request Lie-cycle, and on Request Time
Champ / variable servicedesk plus
Bonjour à tous, Je souhaiterais savoir s'il vous plaît comment nous pouvons créer un variable pour l'afficher dans le formulaire de demande des utilisateurs s'l vous plaît? Exemple: ajouter la liste des actifs en bas dans le formulaire afin de choixir
Can't Add Request by API
Hello, I've got an error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "TECHNICIAN_KEY", "type": "failed", "message": "Extra parameter(s) not allowed." } ], "status": "failed" } } when I'm trying to Add Request
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