Exception while head logo
If I go to admin, portal settings, customize header: Can't update the logo.
Add a note in SDP after a fieldchange
Hi, I want to automatically add a note after changing a field. For example : When I chose the category to "Software A", then a note is added with the text : "go to : https://softwareA.com/" Best regards, Mark Flothmann
Export items information
Is there any way to export categories, subcategories and items?
Issue with line breaks / text shifting
Good morning all, our version is v14.9 Build 14970 - free version We’ve been experiencing an issue for some time now where the entered text "jumps up" automatically when replying to or creating a ticket. An example: If I try to reply to a ticket and want
ADManager Orchestration Template from ServiceDesk Ticket
Is there a way to trigger an Orchestration Template in ADManager Plus based upon a ServiceDesk Plus ticket being created? For example: we have an Orchestration Template that performs various offboarding tasks when a user has left the company. We'd like
Ticket assignment according to keyword in the subject
Hello everyone, I would like to know if it is possible to do this on Servicedesk plus please? When an email arrives and the subject contains a keyword: Here are two examples to facilitate the understanding of the request Example: 1/ keyword "network"
Technicians cannot use templates that have predefined Site values
This is an older bug that seems to have resurfaced. If a technician is associated to Site X and the Template Site value is Y then the technician can't create a ticket with that template. If we associate the Technician with Site Y they get access to tickets
Autofill Customer Information from Requester
I would like to use Field and Form Rules to take the Requester's information and autofill the customer information (first name, last name, phone number, and email). Many of our technicians fill out tickets for themselves to track work and if the customer
Unpicked Ticket Notification
While I see in Notification Rules, there is a "Alert group members by e-mail when a request is left unpicked in a group." While this format is what I'm looking for, I want to send this notification to just one or two technicians at most. I cannot do that
Error when opening new tickets
We are experiencing an issue where, when technicians access pending requests, the following message is displayed: "Request successfully added with Request ID: 9999. But this request does not fall within your permitted scope, so you are not authorized
Unable to select options in request dropdown
We have just upgraded our ServiceDesk to the latest build (15120) and now have an issue when selecting the Status, Assigned to, Category from the dropdown list (nothing happens) on the Requests tab or the selection in the top right of the ticket itself.
Contracts
Possibility to export assets (hardware & software) associated with a contract
Reports
Possibility to filter on reports in a folder
fulltext research in attached documents in solutions
Hello We do often not find solutions because relevant information is in attached documents. These documents came from our former DMS and we do not want to rewrite (copy/paste) the information. That is why we created a solution and added the document as an attachment. This is why I suggest to add a fulltext reseach for attached documents in solutions. (PDF, openoffice, M$ office documents) What do you think? Would this be possible? When? Thanks for your opinion Best regards, Marc
How to raise message box if user part of this group list
Hi How can I raise a message/alert box for a technician that is a member of a group and they are using 'YY' template (below is not even close to right..lol) : var x=$CS.getLoggedInUserName(); (AND GROUP NAME IN *BLAH" or "BLAH2") alert("PLEASE DO NOT
How to Perform Change Requests Status Action on iOS Mobile App
Is there a way to perform Status Actions for Changes with the iOS Mobile App? I can change the Stage-Status directly but we need to perform the Status Action, so the proper workflow checks are performed. We have several validations throughout our Change
Timesheet Feature
Need true timesheet feature for technicians to track and manage their time for their full workday. Leverage the Worklog entries that pre-populate the timesheet for the day worked. Allow technicians the ability to make direct entries on the timesheet that
Reports
Possibility to move report(s) to another folder
Custom Function that adds zz_Term to users display name if their job title is DISALBED
We would like to group all disabled accounts to the bottom of the user list when creating requests. This allows all of our technicians to ignore user accounts that are no longer employed at the org. The custom function would be used with a custom schedule
Downgrading from Enterprise to Free
Hi What happens to all the existing requests if someone where to downgrade from 'Enterprise' Edition to the 'Free' edition? Are all the old requests still there and are now limited for viewing/closing by only 5 technicians? Once the Enterprise edition
Notification to the respective recipients when a Request Task is Resolved
Dear All, Is it possible to trigger a Notification to the respective recipients when a Request Task is Resolved or Closed? Regards, Wajahath Farooq
Import / Export requests - template assign
Hi I am trying to export open requests and then import them into my dev system. While I see the fields I do not see 'Template' in the import side. Why not? How can I import all of these requests correctly if it does not import into the correct template?
Import a stock count excel sheet to ME
We are managing a self-service cupboard for users with keyboards and mice. Currently we are recording the stock in an excel sheet with records, Item description | Stocks to be maintained | Last stock | Current Stock | Item out etc. We would like to move
Bulk change Incident Template for many calls
Hi Is it possible to change the template for 100+ calls as we have retrospectively added a new field for reporting. The new template has the extra field, which we do not want on our basic template. Thanks
Export Solution to pdf
Hello, Im currently running ServiceDesk 14.9 Build 14980 and I was wandering if there's an option to export all solutions to PDF and each of the solution will be in separate PDF file. For example: export 100 solution to 100 separated pdf files.
Restoring to a development server
Hi, Just wondering what to expect when I do a "data" restore from my (hopefully soon to be) live SD+ instance to a test/development instance. Both are at 9300. Reason I ask is I had just completed a restore using data from the "live" environment to my "test" server. The restore did appear to complete but none of the data (requestors, requests and team members) were present. What can we expect to see when we do a backup from "live" and restore it to "test"? Regards
Loanable assets
Hi, Team, Loanable assets only are displayed if they belong to the same site as the requester. However, this shouldn't be the rule. If you have loanable assets centralised on one site, only requesters from that site would see them. Maybe you should list
Change status when requester responds
I have set up a Timer Action that checks the status of the ticket, and sends 3 reminders over the course of several days and then closes the ticket as no response from user. That part for the most part works fine. Here is where I need assistance. I need
Change roles
Hi, Team, Just as it is possible to have user roles, just like there are technician roles, why not have user group roles, just as there are support group roles? For example, if you have multiple teams that need to test or review changes, and they are
Reorder in Reports doesn't do anything
I drag Incident Management and Problem Managent to the top. When I apply the changes, the don't persist. Nothing changes. Not even going into Reorder and sorting alphabetically changes anything.
ServiceDesk OnPrem integration with Analytics Plus Cloud
Hello everyone, Im looking for integrate ServiceDesk Onprem with Analytics Plus Cloud, and I have some doubts: - is it possible to connect SD Onprem licensed with Analytics Plus Cloud trial? Or I have to have an Analytics Cloud license to do it? Im trying
How to import all users from one instance to another SDP instance
Hi How can I import all users (non technicians/requestors) from one instance of SDP to another (on premise)? It would be from enterprise to standard version if that matters. Where to I get the user list as csv to import here? Does a requestor need a username
Reports on requests having multi-select additional fields after v.14.9XX
Hi, Team, After your recent changes to the SDP data model, I can't retrieve all the values of a multi-select on a single query. As it seems that one can't use nested selects on SDP reports, how can we retrieve those values (multi-select additional fields)
how to update from 14.9 to 15.1
Hi guys how can i update from 14.9 to 15.1 i can´t find any update files to the 15.0 :-(
Field and Form Rule - Group List
Hi Been banging my head on this one for a while now. I'm trying to filter out my support my support group list in a template. Here is the script: $CS.removeOptions("GROUP",["Admin","Appeals","Adjustments","Claims","Claims - Care Plus Rerouted","Claims
LoggenInUser in footer reply
hey, just want to ask if there is an option to add an variable of a current logged in user in ServiceDesk ? For example as we have 'technician', can we add a loggedinuser ?
Incident Catalog or Service Catalog for requestors & simulate being a non technician / requestor
Hi We have not paid for the 'service catalog' module and have the standard edition. Do requestors have access to the 'incident catalog' or can they only access the 'request/service catalog'? Is there any way I can test being a non-technician/requestor?
How to hide / remove service category 'others'
Hi How do I hide/remove service category 'others'? I know I have to add 'service categories' field to get the template and the category to show up in incident catalog. But how do I remove 'others' so that only the service categories and templates I want
How can I update a user's photo via API
If I make a request to update a user's photo, and the user id matches the api key (the same user), then the update request occurs. If I make the same request with an admin api key, the request throws an error. Maybe there is some other api that allows
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This forum is a place where you can discuss topics related to the ServiceDesk Plus product. You can also raise your issues and concerns about the product. We'll help you resolve your issues at the earliest possible. This forum will also be used for announcing the community about the new releases, and service pack updates on the product. Regards, ServiceDesk Plus Team
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