Ability to change to a different template for a maintenance item
When I go to edit a maintenance, the template area is grayed out and I'm not seeing a way to change to a different template. Have to delete the maintenance and create another one to select a different template to use. Should be able on edit to also change
Unable to order stuff On Behalf of someone who is a Technician
So in this example John Connor is my boss and he want's to surprise me with a new computer. But he can't add me to the On behalf of because I'm a technician in Servicedesk Plus. But I have the Show technicians in requester list while creating a new request
Your trial period has expired. Application has been switched to the free version.
Hi All I moved ServiceDesk to a new host and I'm not sure if I download the wrong license or what happened but now I get this message - Your trial period has expired. Application has been switched to the free version. I've tried requesting a new license
Update error 4002
Hello, I am getting error 4002 Request Life Cycles in draft. I have checked , but cant find any. Is there a query to find out wich one it should be, or a query to delete drafts?
Can I do a lookup in a field?
Hi Is it possible to do a SQL DB lookup of a value? For example - one of my technicians needs to put it an image ID from another system. What she would like is in the Service Desk template to already display a list of all the image ID numbers, stored
Report to show how many emails each technician has sent today
Hi, Could you please help us with putting together a SQL query report to how many emails each technician has sent today? Build 15150, MSSQL
Unable to set Service Request Template with API?
I have an incoming e-mail that I want to handle, right now we have a custom trigger that waits for the e-mail and runs a powershell script to change values, it's been working fine for several years. Now I'm (for the first time) trying to apply a Service
Company Logo
Under Organization Details, I am trying to replace the Acme Helpdesk Image with our own company logo, but every time I try to upload, it gives me the error: You are trying to upload A Non Image format. Kindly Recheck! (BMP Images are not allowed.) I have converted the file to a GIF and have resized to 120 x 40, but still giving same message. Any ideas???? Thanks
Time Zone mismatch error
Hi One of my techs is getting this error. Is there something I can turn off to stop this?
Auto Assign Technician when they reply
Is there a way to auto assign the technician when they reply to a request that is not assigned? or force them to pickup before they reply?
Any query/script to logout active session ?
Hi, I am experiencing a certain problem with users who are having problems with the message they receive from ServiceDesk. "There is an active session for this user. Close all active sessions and log in again." After clearing cookies, browser cache, clearing
Closure Rule to set Status Canceled not Closed if Ticket is Rejected
URL: https://itservices.abkuwait.com/SetUpWizard.do?forwardTo=closerequestfilter Closure Rules --> Request the last Rule which is set up as below Screenshot. We need to mark the status as 'Canceled' not "Closed" because for us Closed means ticket is successfully
Show lines crossing in Request Workflow
In the new Request workflow there isn't a visual indicator to track where lines are crossing. In Change Workflow they are visible
ZohoBooks and SDP MSP sync issues
Hi, For some reason the worklogs sync quit working with Zoho books. I have already re-created the SelfClient and updated all the required fields in the other integration section. I have also restarted the application, however the worklogs are not syncing
Is there a report that lists Requesters that don't have a ticket?
I need to delete superflous requesters in SDP. We've already cleared out those that didn't have a Domain associated (except for a few manual accounts) and now we wan to remove the others that doesn't have a request attached to them. So is there a report
Is there a way to follow up on what reply templates are being used?
We have close to three hundred now and I would like to know which of them are actually being used or not. Is there a report I can run or do I have to ask the entire organisation?
Auto Response on a reply to a closed ticket
Hi, Is it possible for SDP to autorespond to any Requesters who respond to a closed ticket saying something along the lines of "This ticket has already been closed. Your response will not be monitored. Please open a new ticket for assistance" Regards,
Is this Possible to Backup Yahoo Emails Without Attachments?
I’ve been using Yahoo Mail for years, and I have thousands of emails, many with large attachments. I want to create a backup of all my emails, but I don’t need the attachments—just the text and metadata. I’m hoping to save storage space and make the backup
Deploying ServiceDesk Plus as an Active-Active System
Hi all, I know that the Failover Service on SDP implements a hot-standby system, meaning that a primary server runs by keeping a secondary server in standby mode. But are there any possible ways to make the secondary server operate simultaneously with
Request for Script to Render Approved Request Details in HTML Form
Dear all, I need the script or recommended method to retrieve and display the details of a registered and approved request in a structured HTML form. Specifically, I need a script that can fetch the current request data and render it in an HTML layout
Milestones Cannot be Closed if Task status is "Cancelled"
Good afternoon, We have discovered that if we set a task inside of a milestone to "Cancelled" instead of "Closed" we cannot mark the milestone has "Closed." I have checked the Status classification and confirmed that it is a completed status, and it happens
Custom Login Page - Size Issue
Hi On my custom login page I've noticed sometime the background image is resized for some of my technicians. This is what I want it to look like: But sometimes it looks like this: This is the code: <div class="sdp-bg" style="background: url(/custom/customimages/FINALPTLOGORESIZENEW.jpg)"></div>
A delay of 20 minutes upon approval of the application
Good afternoon. Today, colleagues noticed a strange behavior regarding the approval of the application, when the approval trigger is triggered, then the next stage should be launched. But it starts with a 20 minute delay. Because of this, the approval
Cant delete a site - used by a module
Im trying SDP onprem in Enterprise mode with Endpoint central integration. Ive reverted to free licence because it represent the feature set we want to license in the future. Lots of sites were created automatically when importing users via Active Directory.
Technician cant create request
I have problem to Add Request via /api/v3/requests all time getting response { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "requester", "type": "failed" } ], "status": "failed" } } And I know that API call is
ID de los tiques
¿Es posible modificar el ID de los tiques para que pase a ser SL-XXX en lugar de sólo XXX? Es decir, añadirle unas siglas delante de los números que forman el ID.
SDF Followup
Where can we follow the Feature Request status for SDPlus?
Clarify text about Approval
When you have Declined an Approval Request There is a text that states "We have updated your approval action" To not be contradictory, would it be possible to change this text to "We have updated the ticket based on your decision" ?
What are the dimensions for the Checkbox Images in Service Catalog?
My images gets all squished and stretched. Why can't the application tell me what size images it's supposed to be.
How to Get the Approved Time of the Request through API's?
Dear All, Is it possible to get the "Approved Time' of the request using the below API's : { "list_info": { "row_count": 100, "start_index": 1, "sort_field": "subject", "sort_order": "asc", "get_total_count": true, "search_criteria": [ { "field": "requester.email_id",
Exporting Reports fails, possibly due to size?
Hello We are getting more and reports fail to export to anything other than CSV files, i'm assuming this may be due to size as it only affects reports with lots of data, is there a way we can change this limit? Thanks Mark
Is there a way to get REPORTING_TO from Field & Form Rules?
For several reasons we haven't activated Automatic approval yet and we have a text-field that requesters fill in with the e-mail to their approving manager. Is it possible for me to auto-fill that field with the e-mail from the value from REPORTING_
Is there a way to make some fields in Spot Edit read-only for all users?
Hi all, I'm working on a bi-directional sync between our company's app and SDP Cloud. (my app <---> service desk plus cloud) I need a field to sync from service desk plus cloud to my app. So I add this field when making creation request api to SDP cloud.
SDP cloud REST api metadata support
Hi all, I'm working on a bi-directional sync between our company's app and SDP Cloud. Flow: App → SDP: Using SDP Cloud V3 API (edit-request) to update ticket status. SDP → App: Using Triggers + Custom Functions to detect status updates and call our public
Approval comment in Conversations
The Comments left in the Approval sections are easy to miss since we need to select another Tab, How about including them in the conversations list? This could be how it looks when approved And Red for Declined and Blue for Clarification. This would mean
My own Requests-filter as a technician
So I'm a technician, but sometimes I actually make requests (of other teams or order computers and such). Where is the filter for me to see my own requests? I tried making a global filter but I can't seem to choose Logged in user in the Requester field
Allowing end users or Support Partners to create Change Requests directly
Hi, Is it possible in ServiceDesk Plus for regular users (or Support Partners) to create/submit a Change Request or Change Ticket themselves? We would like certain users —specifically our Support Partners— to be able to log Change Requests directly in
Templates/Data Insert based on Ticket Categories
Hi all, I'd like some help with creating a template for new tickets. When a specific category and subcategory are selected, I would like to insert text into the subject and the description boxes. Is this possible to do? All research shows that I will
Not allow to reopen closed requests
Hello, We have this configured: Helpdesk Customizer - Notification Rules Acknowledge requester by e-mail when the request is closed. But, If requester respond the e.mail, then Servicedesk reopen the request as a new request. It’s posible to not allow
[SDF-107034,SDF-28769] hyperlink in custom field or notes
Hi, I'm trying to insert a URL into a custom field (text field) though it isn't appearing as a hyperlink. How can I achieve this? I have also tried adding a URL to the notes as a straight forward URL and as a HTML hyperlink though it still comes out as
Next Page