How can we Populate the Request Laptop Details on Request Additional Fields?
Dear All, We have a Service Template namely "Request New Laptop" where the user can request to replace his/her current (In-Use) Laptop. Now, while raising the service request, can we populate the Requester Current "Laptop" Host Name and its IP Address
Upgrade issue
Hi Team, I can't upgrade the version to 14101 build. I'm getting below error message. I tried all, start and stop service many times, reboot the server, but issue still persists.
Product Roadmap page has not been updated
Product Roadmap page has not been updated for a long time, why? Product Roadmap (servicedeskplus.com)
Masterclass 2024: Episode 9 - Tailoring ServiceDesk Plus for your organization with last-mile customizations [On-premises] [Oct. 24]
Hi there, We are excited to invite you and your team to the ninth episode of this year's ServiceDesk Plus Masterclass series. In this episode, we'll explore last-mile customizations in ServiceDesk Plus. You'll learn how to build trigger-driven automations
Why ServiceDesk is wasting so much space?
Really, we technicians are more interested in worklog details, problems description and so on, not in pretty white spaces. After some update I can't event view worklogs without hovering over them, and can't copy-paste! It's really annoyng. Here is the
Remove approval on requests
Is there any way to remove approvals on requests once they are already approved? This is required if content of an already approved request changes in a way it requires again an approval. I've seen similar behavior once resources of an already approved
How can we Set (associate) the Asset Component to the WorkStation Asset through Request Additional Fields?
Dear All, We have a Asset Component namely "Keyboard" which is being managed/maintained by the Asset Analyst(s). If a User is requesting a Keyboard (i.e., Components) through a Service Request template namely "Request a New Keyboard", the asset analyst
Catégorie , catégorie de service, modèle de service
Bonjour, Je souhaiterais savoir comment nous pouvons différencier les catégories dans servicedesk plus, Dans : Admin > Catalogue de services > Catégories de services . Nous avons les catégories / sous-catégories / Elements et après il y a les modèles
Ajout date de fermeture des tâches dans le formulaire de demande et dans les rapports
Bonjour à tous, Nous souhaiterions ajouter un champ "date de fermeture des tâches" sur servicedesk plus si quelq'un peut voir comment on peut ajouter le champ s'il vous plaît? L'idée c'est de pouvoir récupérer ce champ dans les rapports. Merci :)
Charts not appearing in reports
Hello, I've got an error when trying to generate or send an report from SDP 14.8 Build 14820 Here is an example: Problem appeared after udate to: 14.8 Build 14820
Copy Request details to Task in Custom Trigger
Hi, I am looking to copy some fields from request to task, using a Custom Function. I want to copy the requester, subject and description. I have tried the following script, which doesnt work: reqSub = taskObj.get("request").get("subject"); reqDesc =
How to: Importing Requestors from Active Directory
Hi, I'd like to set schedule for requesters to be imported from my Active Directory, however I have a lot of users under different OU's, how can I select these specific ou's to be imported without any extras? Also, after I set the schedule, I wouldn't
Page Scripts for changes (and other modules)
Hi, Team, as we can change the request list/details view with page scripts, it should be possible to do it with the change module (and the other modules). Having the possibility to hide information no one needs (change stages that are not used on a change,
Workflow in SDP Cloud Version
Dear Support, I have question regarding the “Workflow” before we used to add a “STAGE” and the stage can contain many “STATUS” now there is no such stages, because I want to create in each stages many status and regarding that do my workflow. Any advice
Remove default fields from worklog
Hi, is there any way to remove all default fields from worklog except owner and time-taken? these are not custom fields - we dont want the technicians to see their costs etc.
How to Perform Validation on two Text-Fields if the Data Provided are same?
Dear All, We have two (2) Text Fields (i.e., Request Additional Fields) where we request the User to mention the IP Addresses of two different Machines, but sometimes the User(s) mention the same IP Address on those two Text-Fields. Please let us know,
Notifications triggers besides Requests module
Hi, Team, The use of notifications on custom triggers is limited to Request Notification. Although there is no information on the roadmap about adding triggers to other modules' notifications, is it under consideration? thanks
Group Notification on Request Reopen?
Is it possible to set up an email notification for when a request is reopened? Currently, we have a notification system in place that alerts the assigned technician when their request is reopened, but if that technician is unavailable (e.g., out of the
Too long Request ID in new ESM-Instance
Good Day I just created a new ESM-Instance. The first Request I created in the new instance got the ID 100000001. In our other original instance it started with 1. Is there a way to change this in the new instance. This is for our needs a way too long
Unlock Users & Create Local admin on SQL DB
Please tell me which table or which query to Unlock Users on SQL DB? So how I can create Local Admin in SQL DB?
Add "region" field to request template
Hi, We are currently reviewing our current setup of ServiceDesk Plus to better suit our needs in our organization. Our organization is active in 18 countries around the world, and each country have a number of clinics. In total we have more than 285 clinics. We use ServiceDesk Plus as our main IT Incident reporting tool for end users where the tickets are then dispatched to the Local IT personnel in the various countries for them to action. In most countries there is only one team of Local personnel
Requester Permissions
Hi, I wanted to know if there is anyway to allow requesters to edit their own requests after the request has been created and submitted. I realize that you can format templates to allow requesters to edit whatever they want. But once the request is submitted, can they edit it? Jeff
Logged in user as a variable for Requester in Filters
Alot of my technicians are asking for how to keep track of their own tickets. They wan't to have a "My requests" filter that shows them when they are the Requester but I'm unable to do so since I can't select "Logged in user" as a Requester.
Request filter question
Hi, Is it possible to create a dynamic custom filter for requests where the logged in user is the requester? As a technician it is difficult to keep track of requests where you are the requester. Basically, make the default filter used for requesters
14830 Report Issues
after upgrading to 14830 from 14720 we were not able to generate any reports and the scheduled reports did not generate. Each time any technician tried to generate a report we received the following error message: Sorry, unable to execute the report,
Bulk Fetch email sent date
Hi Service Desk Forum, I have a question regarding importing old ticket emails into service desk. When I fetch these emails, I notice that the creation date of the tickets is automatically set to the time of fetch rather than the original email sent date.
Where is Asset Owner Set?
Is Asset Owner set any place in SDP? All I can find there is the User and Contact Person. If a change request approval is sent to the Asset Owner, how do I set the Asset Owner?
Does not put in the reply to address
Hi I'm testing latest version and noticed that the reply to address is not being auto populated. Unsure if its a new version issue or a database value/setting I may have changed. When I send the same test email to my prod server it auto populates the
support file
support file
Field & Form Rules on Changes
Hi, Team, Although there is the possibility of choosing which users the rules will apply to, using "All Users" only applies to technicians. If you have an end user who has permission to edit the change, F&FR won't be applied to the fields where they are
Check for field change in Custom Trigger
Hi, Is there a way to check for field change (as in FAFR) as a criteria in Custom Triggers? We have a Custom Trigger set up to send a notification to a group email when a request is assigned a specific group. We want to send the notification everytime
mobile client
大家好，想知道网页版是不是自动适配移动设备，因为移动设备打开后，显示页面还是电脑的布局，怎么不下载app就能自动适配手机网页
SD-115664 : The size of inline images in incoming emails is limited to 3MB.
Hi I see in the release notes : SD-115664 : The size of inline images in incoming emails is limited to 3MB. Note : If the inline image size exceeds 3MB, the image will be dropped from the email and the sender will be notified. Is there a way to adjust
Email commands - need for a complete email for changing the support request status by a support rep.
Hello, We use SupportCenter Plus Professional 14.6 . After reading patiently the documentation, I made many tests for using email commands for updating the status of the support requests by the support representatives. I used plain text emails. I searched
Translating Templates?
So we are a multi-language institution. We have a primary language as well as English. When we do Incident Requests Templates or Service Request Templates we mostly do them in English since we have to pick one. But then I noticed that on the Requester
Deluge: Getting an Requester/User additional field and populate an UDF-field in a request/incident
On Ticket creation I want to run a business rule to get the data from a Requester/User Additional field "Ort" (Location) and populate the UDF-field Campus. When I dump a request to json there is no data under the requester for these additional fields.
SMS Notification to FR Due By Time
Hello ! I would like to ask whether anyone has ever considered a feature that would inform technician by SMS of unassigned requests for e.g. every 30 minutes during working hours? Of course, the SMS would come if there were indeed such tickets not taken
Masterclass 2024: Episode 8 - Bringing ServiceDesk Plus into the Microsoft ecosystem for seamless ITSM operations [Sept 26]
Hi there, We are excited to invite you and your team to the eighth episode of this year's ServiceDesk Plus Masterclass series. In the eighth episode of the Masterclass 2024, we will cover how to integrate ServiceDesk Plus with Microsoft applications.
no push notifications on android
i just setup a new server with Trial Version. i login on my android phone. create a request but no notification on phone. do i need to configure anything else. i plan to install free version with 5 technicians. thanks for help
Servicedesk plus recognises asset but not user and assumes state is in In Store
Hi, Servicedesk plus is recognising our workstation assets but when it reads the Last Logged in User it is not assigning the asset and the state is shown as In Store. The Last Logged In User is shown as Companyname/First.Surname We have set Asset Auto
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