JIRA integration Error: Issue in getting project list form JIRA
Hello, I need to configure JIRA integration. I made all this steps: https://help.servicedeskplus.com/jira-integration But when try to add ticket in JIRA, i am getting the following error: Can you assist me?
Providing access to the application - notification by status
Colleagues, good afternoon. I have a question from a user who is interested in such a feature: In the created application there is a function "Grant access to the application" so he wants the Statuses for this application to come in the same way to them
Latest version - reply / forward template now doesn't allow ...
Hi We upgraded to version 14105. Working fine but my technicians are complaining that the new reply / forward pop up you can no longer be moved: we were previously able to move the reply pop up over to another screen and write our responses while looking/navigating
Was the 'reply pop-out' fixed?
Hi, We put off upgrading our SDP version because there was a change that when you clicked 'Reply' it wouldn't appear in a pop-out anymore, and would only be shown within the same window. Was this ever fixed so that the new reply box would still appear
Devs' got it wrong.
Hi. Just updated to version 14202. One of the issues we were hoping was fixed was not being able to use multiple monitors when replying: https://pitstop.manageengine.com/portal/en/community/topic/latest-version-reply-forward-template-now-doesnt-allow
Create automatic task
Hello everyone, We would like to add the following feature. 1/ If a request is assigned to a technician, a default task will be automatically created with a 30-minute delay. 2/ After 30 minutes, if no other tasks are added besides the default task, a
Adding "Service Affected" Field to Problems Module and Related Windows
Hello, I’m looking for guidance on whether it’s possible to add the "Service Affected" field to the Problems module and related windows in ServiceDesk Plus. Specifically, I’d like to include this field in the following areas: Problems List View: In the
Task email notifications by group
Hi I have a new support group that does not want to receive any task notifications. All my other groups want to continue to receive task notifications. Is there way to stop task email notifications by group or subject line or any other way to stop task
Task Not Triggering for Pre-Approved Hardware Offerings
Dear All, We have a Service Template named “Hardware and Accessories Request” which contains fifteen (15) different hardware offerings with radio button selection. A few of these hardware offerings are pre-approved and are provided directly to the requester
How do I remove Zia Parser text?
My notification template does NOT contain anything about this: Why has this been added to all of our outgoing emails? Zia Parser isn't even turned on!
Associate automatic task in new request
Hello everyone, I think you're well. Is it possible to associate a default task template with requests generated by a requester on Servicedesk Plus? I've already created the task template, but it needs to be generated or associated automatically when
Unable to Retrieve Fields Associated with a Specific Service Template
Dear All, I am trying to retrieve all the fields associated with a specific Service Template, but I’m unable to get the expected response using the below API input data. Kindly review and let me know if I’m missing any parameters or if there’s an alternate
ServiceDesk Plus and ServiceNow - has anyone done a Pros/Cons & pricing between the two?
Hello - In my business, we are onboarding more and more clients with ServiceNow and are assessing if it's a tool we want to use as well. Clearly, SDP is the cheaper choice, and frankly, does 85% of what we need it to. The integration between ServiceNow
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
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