create requests 'on behalf of'
It appears this feature is available in SDP Cloud; however, I cannot find any reference to it for on-prem. How do you handle requests submitted by person A, for the purpose of Person B.
Internal vs External Report
Hi Is there a way to determine in a report if a request was created by an internal requester vs an external requester? I tried to filter where requester contains '*.ourdomainname' and where requester contains 'ourdomainname' Didn't work.
Workflow Tasks Not Triggering When Requests Are Created via REST API
Dear All, We have observed the following behavior in our ServiceDesk Plus environment: • When a request is created manually through the ServiceDesk Plus portal, all tasks associated with the Service Template workflow are triggered as expected. • However,
Display survey result on request details
Hi, Team, Is it possible to have on the request's right panel something that shows the survey result? This should display the same pop-up window as we can see on the survey reports when selecting the request. Thanks.
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
Auto-Update of Approver when Field Change
Hi, I would like to configure our system so that whenever a specific field in a form is changed, the approver is automatically updated accordingly. Could you please guide me on how to implement this functionality? Any instructions or best practices for
Any way to suppress this warning?
Hi Is there a way to suppress these warnings? template looks fine then the techs select 'bugs or errors' or 'enhancements' and the 'cannot be empty' alerts appear. Any way to turn these off just for this template? if not, not that big deal but if there
Stand Alone Tasks
Hi Is there a way to turn off stand alone task creations? I don't want technicians to be able to create a task that is not part/from a ticket/request.
Transferring templates from one Service Catalog to another.
Example: There is a Category of services called "Digit". It has a catalog of services and a template called "CRM". You need to move this "CRM" template to "Business Applications". I looked through everything and turned off the template, but I didn't find
Auto. Resolve the Request with the Resolution when all the associated Tasks are Completed?
Dear All, Is it possible to Auto. Resolve the Request with the Resolution when all the associated Tasks are Completed? Regards, Wajahath Farooq
Auto. Change/Re-assigned the Request Ownership?
Dear All, Is it Possible to Auto. Change/Re-assigned the Request Ownership of a particular Request template when all the associated Tasks are Completed? Regards, Wajahath Farooq
User Survey limit recipients
Is there a way we can limit the user survey emails to certain domains. At the moment the Service Desk does deal with external requesters, but I would only like the survey email to be sent out to internal company staff. Thanks
Assign Weekend Tickets to a Specific Technician
I hope you are doing well. I would like to configure our system so that all tickets created on weekends (Friday and Saturday) are automatically assigned to a specific technician (ID: 3). Could you please guide me on the steps required to implement this
how to send sms for (((ALL))) clarification Notifications
Hello, I would like to know if it is possible to configure SMS notifications for clarification events in ServiceDesk Plus. The requirement is: When a clarification is requested from the user, an SMS should be sent to the user. When the user responds to
how to jump from softphone client to new ticket creation
hi Trying to figure out how to jump from my softphone to creation of a new ticket. I would like to use the callerid from softphone to select the correct requester on the request? I can see that a new request is called with the following uri, https://xxxx/WorkOrder.do?woMode=newWO&reqTemplate=13201
You have exceeded the limit
I get this error but I am under 200 fields! I know I can update the value in globalconfig, but that didn't fix the error. Update globalconfig set PARAMVALUE = I am on version 14105
Need to Add the Support Escalation Matrix in Email Reply By default
Need to add a Support Escalation Matrix in Email default reply of incident and service request
How to Trigger Pre-Defined/Associated Tasks once the Status is Changed?
Dear All, We would like to check if it is possible to trigger a set of predefined tasks that are also associated with the request workflow once the request status changes from “Open” to “In Progress.” Regards, Wajahath Farooq
Custom icons get resized to inconsistent size
When creating/editing a service category, incident template, or some thing similar that can use an icon, the stock icon library provided by the application has 96x96 px png icons in it. However, if I choose to upload a custom icon (no matter the size
Multi Select Field populated by a csv file
I requested this during some professional services while setting up SDP v14.9 Build 14960 Figured I would post the script here. What I wanted was a Multi-Select field that I could populate from a CSV file. For us this was a listing of every file share
Error 1013 Schema Inconsistent (Replay)
When switching from version : 15.1 Build 15120 to version: 15.1 Build 15130 error pops up
Upgrading to ServiceDesk Plus 15100: Important Information
We are pleased to announce that the 15100 patch file for ServiceDesk Plus is now made available to our customers. To ensure a smooth transition, we conduct a thorough sanity check on each customer's ServiceDesk Plus setup before providing the patch. If
API Query for Tasks by Assigned Owner?
Dear All, Please let us know how we can use the GET API to fetch all tasks with the status “Open” and “On Hold” that are assigned to a specific owner, based on the owner’s email ID? Regards, Wajahath Farooq
Where to find "Customization – Additional Field" in the database
Hi, Does anyone know where I can find the data for “Customization – Additional Field” in the database? Specifically, I’m looking for the name of the table that stores this information. Would like to get the field mapping names. Thanks in advance for your
Need to update requesters access to view
How can I update hundreds of requesters to allow them to view all requests from their department? I see I can go to each requester/user and add them one at a time: but..how can I update so many requesters?
On Premise - Teams Integration
Hi Is it possible to send outage notifications via teams if we enable on premise SDP integration?
How to Change the ESM Portal header Background Color?
Dear All, How to Change the ESM Portal header Background Color? Our current built of the Application is 14980. Regards, Wajahath Farooq
Supported SQL Versions
I was attempting to upgrade from 14980 to 15120 and was unable to due to MSSQL 2016 being required. Is this the newest version supported? Looking to prevent multiple upgrades to MSSQL.
Hide Resource Field from Submitted Ticket
Is there a way to hide a Resource field in the submitted ticket - the ticket the technician will look at? As part of another script to append text to resource questions, I added the highlighted section to try and hide the VM1_cpus Resource field and only
Adding Text to Rest API
I previously worked with someone to have text added to a resource question in the rest API. The solution given is working well as long as text is manually added by the requester. For example the following script: var current = $CS.getValue("RES_601_QUS_301");
Internal Error (NullPointerException in InlineImageUtil) when creating a new ticket on a fresh installation (Build 15120).
Acabei de executar uma nova instalação do ServiceDesk Plus Versão 15.1 (Build 15120) em um servidor Debian . O aplicativo inicia corretamente, mas quando tento criar uma nova solicitação na interface web, recebo um "Erro interno". O arquivo serverout.log
Unable to make API Calls with Deluge Custom Function
Hello, I'm unable to make an API from a custom function using deluge. I'm able to get results with python and postman Getting error "Custom function execution failed" "Error due to- Internal Exception" Below, it's my code info changeID; url = "https://myservicedesplus.com/api/v3/changes";
Spaces Module in IT Helpdesk
Could you please make the Space Module available in all type of ESM instances, for example IT Service Desk? We are really looking into unifying all our systems into ManageEngine products, and are almost there for all our needs except documentation of
Custom Module associate to Request or Project or PO
Hi, I want to connect or associate Custom Module that I created in SDP to some specific requests or projects or PO. What should I do? Thanks
Active Directory picture synchronized in ServiceDesk Plus?
Hi Everyone, We want our users' profile photos to be synchronized from Active Directory. Is there such a feature?
Requester delete own request
hi How can I set it up where a requestor (non technician) can delete or cancel their own request?
Secondary Email in a report
Hi, Team, In a report, how can you get information about a user's secondary email address, along with their primary email address? Thanks
Can we limit users from seeing certain Solution Categories?
Hello, I know we can make solutions public or private to requesters, but end users can still see the admin categories they don't have access to. Is there a way to limit that view? I've seen the discussion on this forum going back over a decade. Than
Leased laptops
We lease our laptops from Dell and I create a contract in ServiceDesk to be notified when the lease is about to expire. A few updates back ServiceDesk removed the column for Service tags when you add assets to associate to the contract. We use the agent
Asset Acknowledgement on on-prem SDP
Hello all, I'd like to know if and when Asset Acknowledgement is going to be implemented in on-prem SDP. The function is available on SDP Cloud, but I can't see it on the Roadmap for SDP on-prem. Thanks in advance!
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