work log closure rules
I have set the work log required requirement in the closure rules. But is there a way to make it so the work log can not be blank. Like you do for the resolution
Forcing task closure on existing tasks
Hi I have several hundred open tasks. I would now like to force that any request to be closed or resolved must have the associated task closed first. I'm assuming that enabling this will force the task to be closed before the associated request can be
incorrect time at work.
BD: Postgres Version: 14200 Does the new version solve all the work log problems? The technicians are reporting to me that they have problems assigning the time in the worklog, it is not taking the hours in the records, only in the total time. When I
Exclude specific user from deluge script?
Hi, I have a deluge script to share a request with anyone who is in the "emails to notify". but i would like to exclude a specific user, as that user is getting the ticket shared through another script. But i am not sure how to do that. configuration
Close login session remotely!
Hi I config Security setting for restrict concurrent login. But I have issue! Please consider this scenario: I logged in to SDP at home, but I forgot to log out, so I'm not able to log in at the company. In other words, I cannot login until the previous
v14103 "Reply All" function doesn't send copy of ME reply to system email.
Hi, After upgrade to v14103 we see that "Reply All" button doesn't include ME SDP system email to the conversation and replies only to Requester, CC'ed personnel or manually added recipients. Our Technicians track requests not only in ME but in Outlook
Error on query table for readonly user
According this below like I caret readonly user but when I run query this error appears: Read-Only User (servicedeskplus.com) DENY INSERT, UPDATE, DELETE ON SCHEMA :: [dbo] TO <userName>; REVOKE SELECT ON SCHEMA :: [dbo] FROM <userName>; declare commands
Update Task Status based on Approval Status
So we are using Service Catalog for our on-boarding forms. I've worked Approvals into the process as we want to make sure any access requested on the forms are valid. I have a ton of different task on these forms. But the task trigger when the form is
Business Rules: Assignment and Deletion
Two questions about using business rules to manage inbound email requests: Is there a script available to automatically assign a ticket to a technician who emailed the request? Is there a script available to automatically delete a ticket if it does not
"Show groups in RequestListview Filters" missing
Where did this option go? "Show groups in RequestListview Filters" It used to be available in Self-service Portal Settings (10.5 Build 10510) but have a build running 14.2 Build 14201 and can't find it. Have had to try and create views manually based
Status Change Comments (Mandatory)
I want to make the Status Change Comment Mandatory, whenever Status has been changed to On-Hold
User doesn't see technician replies
We have encountered an odd situation regardin display of request replies. The technician has replied to a request several times. Their replies appear in the technician's view of the request (both in the History and in the Conversations area). However,
12310 Upgrade
Given upgrade to 12300 required a custom install, will 12310 also require a custom install? We will be performing upgrade on 22/6. Please advise.
Script for creating new tickets based on information from one ticket
I am hoping to get a sample script I could use for creating several new tickets based on the information provided in a parent ticket. Also, what is the difference between Business Rules and Custom Triggers? On the surface they seem rather similar.
Problem with 14302
Hi Just upgraded to 14302 and there is som layout errors. When I minimize a Send notification window, it is behind Zia, and why is Zia visible in the first place when it is disabled? On login screen, the swedish text Eller is cut off. Some fields names
Access to API documentation
Hi ALL We use SDP 11.1 and I need share API documentation to my developers (they are not SDP users) I detect that link ( https://sdp.mydomain.com/SetUpWizard.do?forwardTo=apidoc) requires authentication ( How I can share it without adding developers as
SLA violation sent to external customer! After merge. Restrict notifications to Domain or technicians?
Hi Looks like we had an odd thing happen. An SLA violation was sent to an external customer: Any idea what could have caused this? Where can I look? Is it possible to restrict notifications to only be sent to our internal (domain) or maybe restrict to
Send Email notification to specific group
How do I send a notification email to the technicians of a specific group when requests for that group are closed?
'Download All Attachments' script no longer working in Edge
SDP version 13.0 Build 13009 Chrome version 111.0.5563.65 Edge version 114.0.1823.43 The script is attached, and run in a Custom Menu. It works on Chrome, but no longer works on Edge.
Request search returns error
I used to be able to search (and rely on it) but yesterday it began giving me an error whenever I try searching requests. No one else in IT is receiving the error. I've cleared cache, and I get the same error in Chrome, FF and IE. Not sure what to do but I need the search ability back! Thanks... here's the error screen I see when trying any search.
Automatic functions in Task templates
Hi! We are running SDP on prem, 14201, pgsql. I would like to know if, and how, to automate a couple of things in Tasks. In this case we have an Offboarding process in the shape of a Request template with several associated Tasks. The Offboard Request
OS update required for SDP 14300?
I was trying to upgrade my SDP install to the latest version, 14302. I currently have version 14201 and was trying to install 14300 and then to 14302 but when I was loading 14300 into update manager, I get a message stating “Postgres Upgrade may fail
Replying to conversation - subject does not update
Hi Using version 14105. So we have a request with a subject line like this one: If we get a reply back added to the same request/conversation where the subject line was changed and we click reply or forward: If we click reply or forward it does not use
How to get Request ID in email script
param ( $json = $(throw "-json is required.") ) $jsonContent = Get-Content $json -Encoding UTF8 $jsonContent = ConvertFrom-Json -InputObject $jsonContent $request = $jsonContent.request $request.id = $jsonContent.request.WORKORDERID in MessageBody i have
Service Desk Plus Implementation
Hi All Is there a document available which i could follow to implement All modules of Service Desk Plus from scratch?
How could I set technician and owner fields to Creator?
Is there a way I could set the technician and owner fields to be whoever the creator of the ticket is when a ticket is being created? For example, I have some Service Request templates that are only used by the Service Desk team, therefore they will
Systemd init script for ServiceDesk
Greetings, Since moving to CentOS 7 and looking everywhere for a systemd init script i have come up with my own, you only need to change the path to your application and add it to your runlevels for it to work: Create this file: /usr/lib/systemd/system/servicedesk.service and fill it with this: [Unit] Description=ServiceDesk After=syslog.target After=network.target [Service] Type=simple User=root WorkingDirectory=/home/ServiceDesk/bin ExecStart=/home/ServiceDesk/bin/run.sh ExecStop=/home/ServiceDesk/bin/shutdown.sh
SDP API: How do I look up role IDs for mandatory role fields in a Change template?
In order to create a Change via API, I must know in advance which roles (role IDs) are mandatory before I make the POST request. For example, if "Implementer" and "Reviewer" are mandatory, how can I look this up via API? The change_template layout field
Business rule - Moving Ticket between ESM instances
Hi, The scenario I have is that we have a Finance instance that is split into 6 different financial Support Groups. If a technician from the IT instance Moves a ticket from IT to Finance it literally drops the ticket into no mans land, no group, category
SLA Breached - Sending Slack Webhook
Hello, I wish to send a Slack Webhook for when an SLA is breached on ServiceDeskPlus What would be the best way of doing this? I already have custom scripts which i can ammend/ run to send the webhook - the question is.. How do i get the custom scripts
Webhooks for Project Task Comments
Hi, I need to send newly created comments to a server. Could anyone please advise if it's possible to set up a trigger that will execute when a new project task comment is created?
Not your average Auto Merge
So here is my dilemma. We have a network appliance that sends emails directly to SDP, it can send the emails for a variety of reasons, it's basically scanning our work stations for compliance and sending an email everytime one fails the check. The issue
Import of tasks / task templates
Hi, Is there any way of bulk importing tasks / task templates from something like a CSV? Many Thanks
How can I optimize server storage usage with PitStop?
Hello fellow PitStop users, I've been using PitStop for a while now to manage our organization's IT assets, including our servers. However, I've recently noticed that our server storage space is filling up quickly, and I'm concerned about running out
Report Request - request replied to
Hi I have a report request from our CEO. "The intent of the Recruitment Email Follow up report is to capture Team members sending a follow up email on a created request. " "Is there any way for the report to only show requests that have an email sent
Attachment Password in reports!
I enabled Attachment Password, but when I export a report to pdf and etc., The password is invalid!
Is there a way to disable a user to delete an attached file?
Hi, I've got a customer who processes a file that is uploaded by a user on a request. It happens that one user deleted the first file and uploads a second one with the same name but different content (as it is written in the request's history). Is there
How to add the task approver's name to the report?
Only Approval Status is available, how can we add the approver's name to the custom report?
Asset State changes in Work from Hybrid environment
WE have a requirement where in when an Asset(Workstation) is allotted to a user, IT department ships the laptop to user. We would like the user to click on an acknowledgement that he has received the workstation/laptop, which then changes they state of
What is considered a "Node" in ServiceDesk Plus?
I need to know what nodes are. I have submitted multiple tickets and no one has actually answered my question. Screenshot attached. Thankyou.
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