How to associate a request with a release?
We currently use the Changes module in SD+ to manage custom application deployments. We create a change for every release. We associate requests with the change to show what changes were made to the application. We use requests because 1) they can be
Bulk Copy Service Tags into Asset Tags
We are trying to create annual Asset Reports that include both Workstations, and Monitors for each department. I have an working report, but since Workstations scan their Service Tag into a dedicated field which cannot be pulled using an All Asset tabular
Send Email on Form Submit
Hi Team, I have a new user form where I want people to tick which training the new user needs and depending on what is selected it sends emails to those specific training to tell them to add them to the training list. Basically on form submit i want to
Possible to append email replies to ticket?
When a technician replies to a service request via Outlook client email, SDP creates a new ticket rather than appending the email reply to the ticket. Is this possible in SDP? I have technicians who need to respond via their mobile devices and this generates a huge amount of duplicate tickets.....
Multiple Issues with 14.0 : Rate Limit Exceeded and Double Spacing in Replies
Hello - There are multiple unresolved issues in 14.0. 1. Rate limit exceed by <username> This is a major deal because it's crushing resources on the server 2. Replies in tickets are getting double spaced. This does not look professional Both of these
How to disable "Pickup" options for Technician?
Hi, I want to disable pickup options for technician? is there any way ? by using scripts or Database command or field and form rules or trigger? ME SDP ver 14.0 14003 MSSQL deployed in RHEL 8.6 Md. Golam Rabbany
Showing Different technician different dashboard view
Hi, I can create many dashboards and able to share dashboards in different technician but all technician are seeing the same view ( i.e his group only). I want to show multiple groups tickets status in dashbaord view to a technician although technician
Customize technician email reply
Hi, When a Technician replies a customer request, "Category:" and "Description:" appears at the top of the text box. Plus Technician has to press enter a couple of times in order to create some space for answer. Additionally after the technician replies
Remove Resolved option under Status
We would like to remove the Resolved option in all Incident templates You cannot remove this under Admin > Helpdesk customizer > Status as its a system default. I'm had some success with Field and Form rules by executing the following script On Form Load $CS.removeOptions("STATUS",["Resolved"]); This works when creating a new ticket, editing an existing ticket via the Edit button, or clicking to edit the fields. However, if I view a ticket and switch to the Resolution tab, the option is still available
User ID replacement
Greetings. Perhaps you can ask to provide an example of a query in the database to replace the user ID I need to change the owner of all requests that were previously created by a user with id 102 to a user with id 120 So that a user with id 120 can see
How to hide category options in specific templates
Hello, I'm currently re-configuring my company's ServiceDesk Plus and we have an issue where our Help Desk is being shared between 2 companies. We'd like to differentiate categories from them so we only display what is relevant to us. So I'm creating
Assigning a team and categorising multiple requests
Hi all, Our company have an ongoing requirement to be able to select multiple requests (30+) and assign a team, as well as a category and sub-category. The only way I can see to do this at present it one by one, which is extremely time consuming and not
[SD-107351] Notification bell / Replay ticket
Hi, I have upgrade Service desk plus to 14.1 Build 14102 and now: 1. notification bell is not woking, when someone replay to ta ticket. 2. when you replay someone from SD, you cannot add attachment. I have found the last one... I have to scroll down...
How to migrate SDP from Window Server to Linux
Hi Team, We want to migrate the SDP (SQL server) from Window Server 2016 to Linux Ubuntu Server. So 1. Can we just migrate the application to Linux, but the database still running on SQL server (no need to migrate to PostgreSQL as we have some view/ script
Notification of the manager of the specialist
Specialists have the ability to change the status of a task to "suspended" or any other. We want to set up a notification, if a specialist repeatedly changes the status of the application to "suspended", a notification is sent to his manager (attribute
Preventive Maintenance now Maintenance - OK but there are major changes
Moved from 13001 to 14006 - I am not understanding why PM schedules were auto changed from monthly to yearly just because of the change to a maintenance module? Also, why can I not change them if I am not in the same time zone as the server? This also
about the purchase
Hello, How can I do the transaction I think about the purchasing module? - I created a template with the name of a new purchase form in the service category. - Is it possible for the person who wants to make a request to create help with this template,
track the number of changes dueby date on a task
We want to know how many times dueby date has been set for the task. Can this be reported?
Can we use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template.
Hi Team, Can I use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template. We have some description in HTML form but as I look at the WorkOrder table, it removed all HTML tag. Can I use FULLDESCRIPTION for Technician Notifications
Scanning thin client
Hi We are using some thin client (WYSE terminal) and I wonder if there's any way to scan and retrieve hardware settings like i do on the regular workstations.. I tried wth current version (5009) and it failed.. Thanks!
Notify users who are in CC exception
Hi, We have enabled the "Notify users who are in CC by email when a new request is created" to Email. However, we would now like to have an exception to this rule. If the request comes e.g. from certain email address (or with certain subject), SDP should
add label on email response
Hello, We had SupportCenter+ and could assign a label with color to some email. is there a way to do the same on ServiceDesk + ? Thank you best regards
Multiple Instances of ServiceDesk Plus
I currently have 2 instances of ServiceDesk Plus running on 2 separate VMs. I am just about to upgrade both to v14 and wondered if it is possible to run both instances on a single server. Is there any documentation to support a config like this? Thanks
How many times the status was set on the application.
Technical specialists can change the status of the application, sometimes put "suspended", then change to "open", then again to "suspended". We want to get information on how many times this or that status of an application was affixed during the life
Can we change the Service SLA based on Field Values in Service Request
Dear Friends, I have a Question: Can we change the Service SLA based on Field Values in Service Request? Scenario: for Example- I have a Service Category "Business Application" and i that category i have a service named " Account Creation". while defining this service, i have defined a SLA ( for Example- 4 Hours). I have also a additional field in this service called "Module" which is a picklist containing different modules of business application say - Collection, Sales, CRM Etc.
can we have Subcategory under service category and then in subcategory we have Field
can we have Subcategory under service category and then in subcategory we have Field
Request: Sending to more than one approver
Unexpected behaviour when attempting to send to more than one approver in the recommendation email. If we try to add more than one email to the recommendation email, only the first email will receive the notification and appear under the Approvals tab. Techs will then need to add each approver separately. This was not the behaviour in 9335 vs. 9405. Is this expected or an issue?
How to Add a Button below the "Description" field to download a File?
How to Add a Button below the "Description" field to download a File? I have added a button through "Page Scripts" as shown below but How can I let the Users to download a File once they click on the button?
About Add/Update Resolution
Hi, When we try to Add/Update resolution via API we get 'HTTP ERROR 500' response. We use the URL below for API. https://localhost:8080/api/v3/requests/100000002?PORTALID=301&TECHNICIAN_KEY=31D4D223-EA92-470F-A0DF-6BC8E8C1F038&input_data={"resolution":{"content":"testWotech"}}
[SD-107304] Emails in CC when you Reply All
Hello, I have ran into an issue when you add some people in CC on an answer and then someone else wants to Reply All into yours, and they disappear. I'll attach some picture to describe more what I mean. As you can see in picture one (1), from my external
Upgrade issue from 10000 to 10500 build
Upgrade is failing from 10000 to 10500 build. Changed timezone troublshooting step but still upgrade fails.
Onhold Status Change
I've had a request for the ability to change a request status to "CLOSED" after being placed on hold for a certain period of time. Right now all I see is the option to move the ticket back to Open. Is there any way to add another status beside tha
Oauth issue - Unsupported protocol TLSv1.3 - SDP+ v14101 - Centos 7
Hello, After upgrade to v14101, an error appears in my Mail oAuth config (both, incoming and outgoing). I appreciate your help with this issue. Regards.
Modify Subject to include custom text based on template used
Good afternoon. We have employee transfer events sent via email to several areas of the business including I.T. The subject as sent by HR is "April Transfer List Updated". I have a business rule set up to apply our Transfer template when we edit the
Team Owner in Changes module
What is the purpose of the Team Owner field in the Changes module? Does it relate at all to roles or technicians for visibility? I'm a new administrator to the application and I'm attempting to right size access rights to the various modules (way too
Notification templates \ Insert images
Hello, I need to insert images into notification templates. Now it does not work out. Can do this in the next update? Acknowledge requester by e-mail when a new request is received. First Response escalation e-mail SLA escalation e-mail And others It will be wonderful. Thank you!
Duplicate ChangeOwner field in Change template
Dear All, Greetings! We are wanting to populate new field in Change template, a duplicate of existing 'ChangeOwner' field. The new field will be having a different name, but attributes going to be same as that of 'ChangeOwner' field. Keen to know, if
Route multiple request from one email
Hello, We are routing Splunk alerts to ServiceDeskPlus and opening requests via a business rule. We do have a senario where we would like to open multiple request and assign them to different groups based on the specific criteria. This would eliminate
14.1 Build 14101 Threaded responses missing?
Before the update all our email replies would contain the thread of replies before it. After the upgrade we its only attaching the original ticket details even when in the 5th reply in. This makes it harder for our users. How do we go back to the old
New - Desktop notifications - how to install for all and control
Hi I am interested in using the new feature - desktop notifications. But I have questions. How do I allow all of my technicians to have this feature? Do I have to go to every single technicians desktop and enable it - or is there a way to enable it for
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