Solutions Tab in SDP - Solutions Templates?
We'd like to have some consistency in how solutions are documented as well as general knowledge. Is it possible to create a couple of templates that we can use to standardize our knowledge/solutions?
Domain scan error
Dear Team, We got this error while doing ldp connectivity test. We observed a domain scan fail in a client environment, yet the network scan was successful. Kindly assit if this is a familiar error
Colour Unassigned requests
When we receive a ticket its displayed in a red colour, once it's categorised and assigned to the correct team it turns white with bold text. is there a way to add a colour to Unassigned tickets to highlight its urgency in the queue? apart from the bold
Uploading an image attachment to a request with powershell
Hello, I am unable to attach an image to a request using a powershell script and the API. This works just fine in BASH. I can use the following bash script with no issue: curl -X PUT \ -H "authtoken: ABC123" \ -F "document=@/filepath/" \ https://url/api/v3/requests/124564/upload
Remove "Trust this browser" from the 2FA login page
New security requirements are causing us to require 2FA for each login. Is there a way to either remove the "Trust this browser" checkbox from the 2FA login page? Another option would be to change the timeout on this setting to 1 day, or even only an
How to add "Select Approvers" in template of Free version as it is not shown here?
How to add "Select Approvers" in the template of Free version as it is not shown here? Ref. attached. Your Version : 14.6 Build 14610 Latest Version : 14.6 Build 14620 View Service Pack Details License Type : Free Version License ID : - Product Edition
Close request via mail.
Hi! An interesting feature of closing a request via mail! We would also like to implement the function of closing the request at the click of a button. For example: An email arrives about the execution of the request and there is a link "Close request"
Report on the number of requests approved
I'm looking to build a report to list the amount of requests that one approver has actioned. I have done this for Change requests but I can't locate the fields needed in the Request module. The use case is we have a contract approval workflow with different
[SOLVED] REST API - Download attachment
HI! This time I would like to ask about handling attachments. I couldn't find any additional information about handling requests' attachments. In this documentation ( https://help.servicedeskplus.com/api/request-operations.html$Attachment ) there is written that it's possible to add attachment. How about downloading / viewing attachments? Is this functionality included in GET_REQUEST. The last question is about deleting request, Is it somehow possible during EDIT_REQUEST? Thanks in advance for the
How to Delete Assets Additional Fields created earlier?
Dear All, We have created few Assets Additional Fields for our Assets which is now currently being displayed on the Assets Details form. Now, is it possible to delete those additional fields created on Assets Additional Fields as it is of no use? Regards,
Migrate the rules to another user
Hello, I have encountered such a problem: The employee , responsible for SDP, who created a lot of the configurations and rules has left the company, and when his Active Directory account is deactivated the rules he created stop working. The question
Technician Cannot change status ticket Request or Incident when Ticket is already Closed
Can you guys give us solution, when a ticket status is closed, all technician cannot change the status into Reopen, Inprogress or Resolved and only admin can change the ticket status, the requestor has to create new ticket if the is already closed In
How can we make Resolution Attachment Section Mandatory while resolving the Incident Request?
Dear All, We've created a new Incident Request Template which will be used only to raise Major Incidents Requests (i.e., P1 Priorities) which will only be raised by the Technicians. Now, we've an audit requirements to mandate the attachments on the Resolution
Business Rules Notifications
We have several business rules where we use notification to send out messages. Most of these were created with older versions of SDP and it was easy to setup the notification. We are currently on 11.305 and I am having trouble finding where to insert
Can't update worklog (Change/Task) additional field via API
Hi, Team, I'm trying to update a worklog additional field via API but it seems that it is not working. I saw that there was an issue that was detected 5 years ago and it also had an issue ID: SD-69133. (https://pitstop.manageengine.com/portal/en/community/topic/how-to-update-user-defined-field-in-worklog-via-rest-api-powershell)
Make Survey Reports visible to all Technicians
Hi It would be nice if we could show the Survey Reports window to all Technicians or at least the team leads without having to grant full admin access. I can't see any way to access this window without also having SDAdmin role. Maybe an additional default
How do I clear out my registered Assets and start over?
Deleting 100 at a time takes forever... Previously we used the Agent-scanner but that was turned off several years ago and now I've recently activated the SCCM scanner. Now I want to clear out ALL items not present in the latest scan from SCCM, all other
Activate automatic ticket closure without notification
In our environment, it is necessary to send a single notification to the technician, requester and the person e-mail id(s) to notify, for this we create custom trigger and deactivate the notifications that the tool gives us by default. Unfortunately we
Authentication Page
Where can I translate Authentication Page? I cannot find translate string for it.
Add worklog Instantly
Hi Is it possible to create another worklog on the same worklog page without closing it after save the pervious worklog? (for increase speed to entry Description worklog)
Data Approvals that are by dollar amount
Hello, I am very new to this application. We use this service for ITS however, our organization would like to expand to the finance department for Contingency Capital expenditure approval and status. Currently, the first check before a manager approval
List view, date based fields
Hello, would like to know if others support more widely using floating date options (Last 14 days, Next 14 days) anywhere you can set a date with a calendar widget. In a list view for example, last update or due by has to be a fixed date. This is very
Approval Stages
Hello, I have a query about how Approvals are supposed to work. A technician submits the request for Approval to Person A (2nd Line). This shows as Pending Approval under Stage One - Approval details. Once that person reviews and approves, I would like them to do a second stage Approval to Person B (Manager). I thought this would be a case of using the Add button on the Approval page. However not only does this not change the status back to Pending Approval, but the only way the manager can get
Version 14610 - disable addition of emails as conversations
HI i see there is now the feature called "disable addition of emails as conversations". Does this address this issue: https://pitstop.manageengine.com/portal/en/community/topic/replying-to-conversation-subject-does-not-update If not can you elaborate
How can we make the Note Mandatory if we set the Status to Onhold?
Dear All, How can we make the Note Mandatory for the Technicians if we are setting the Status to Onhold? Regards, Wajahath Farooq
How can we Populate "Reporting To Email ID" & "User Additional Field" based on the User Selected Name?
A particular Service Request template has 4 (four) additional fields "UserList", "Department name", "Company", and "Reporting To Email ID". When users submit a ticket with this specific template, while typing the name (on the user name additional field
Change Success Rate
Is there a query available to calculate change success rate? Total # of complete changes (per month, per year) / Total # of successful changes (change closure code)
"You are missing out on advanced security configurations"
Does anyone know how to get rid of the "You are missing out on advanced security configurations" banner with the orange "Know more" button? Our organization has only 2 technicians (me and my part-time technician) so we don't need to set ALL the security
Get all changes associated to a release?
Anyone know what API call and element is needed to get all associated changes to a release? Every time I try /v3/releases/{release-id} I get NULL for associated changes, tickets and projects even though there are associations to them.
How to implement a user's request to withdraw modifications before submitting
你好 目前，用户提交的请求只能由拒绝删除的管理员或审批者返回。有没有办法让用户自行收回它们。 SDP版本 : 11.1 构建号 11112
Filter ticket's by createdate < 90 to current
Good Afternoon, I would like a way to filter tickets based on the ticket creation date < 90 to current. Is there a way to put a formula into the filter to address this?
Problem with webhook module
Hello! There was a problem with sending webhooks; at one point they stopped working, although I had sent requests before and everything was executed correctly. There were no changes to the webhook system version: 14.5
Confusion regarding database migration
Hello, Our ServiceDesk Plus (on-premises) installation is currently in the process of dying. Features break permanently each passning month, database entries get corrupted, backups fail for unknown reasons. Installing new service packs only made it worse,
Same request, unable to generate new ticket
我的 SDP 与 OPM 关联，OPM 告警将在 SDP 请求中生成工单。但是，已经发现，如果工作订单状态为“已解决”，则重复的警报将在上一个工作订单中注释，而不是生成新的警报
Link to Service Category
How do I create a link on the portal homepage to one Service Category and not just the whole catalog. I have a need to make one category have a direct link, to make it easier for the end user to always have a quick access to the requests in that cat
Append Name Field to Subject Line
I am trying to execute a script on a template in the 'Field and Form' rules to get a variable and append it to the subject line. I have an onboarding form/template where the HR team will input the username in the form. I am trying to get that name and
How can we populate User (Requester) "Reporting To (Full Name)" & "Reporting to E-mail Address" on Request Additional Fields?
How can we populate User (Requester) "Reporting To (Full Name)" & "Reporting to E-mail Address" on Request Additional Fields?
How to make the Text of the Description Red through FAFR Execute Scripts?
We are auto. populating the Description of the request through FAFR Execute Scripts. We would like to know that, how can we make the Text variable in Red?
confused how to add roles within Service Desk Plus
Hello I'm confused as to how roles are assigned within Service Desk Plus. I have created a test role under Roles but this does not appear under assign roles options within user admin. Instead I just see Organization Roles. I want to be able to create
Unlock Administrator Account
Hi, I installed SDP and change default administrator account password. After 3 try, I see this error: ``` Your Account has been locked. Please contact your administrator or try later ``` I use SDP 9422 with MSSQL 2005. How to unlock administrator account? What should I do?+
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