Survey in user self service portal
Is a way to show Survey in user self service portal?
Importing equipment into CMDB
Hey! Please tell me where you can read about how to set up automatic unloading of equipment from an existing corporate system in the CMDB SD? Interested in how to put what, for example, once a day, the system took a pre-unloaded file (CSV) from the path
What are the keyboard shortcuts for going to my pending requests and to create a quote block
Hey there .. What are the keyboard shortcuts for going to my pending requests and for creating a quote block while typing replies?
Requester Allowed to view
Hi. I have a question about "Requester Allowed to view" . Sometimes one Head of Department rule many departments at the same time, ho to make function works with "list" of departments. As example: Ann heads financial department, but she also works with
Tracking Ticket Quality
Good morning, SDP community, I wanted to throw out this use case and get some thoughts on tracking the quality of tickets. We are running SDP V.12.x and also use Analytics Plus for our support desk metrics. We try to run a disciplined shop. Typically,
What happened to the ability to convert incident to service request button?
We used this feature a lot, but now it's gone. Why does this product continue to remove things that work.
Restrict Requestor visibility of Service catalogue by Site
Hello, I know that we can restrict Technicians view of a incident or service catalog form by Support Group. And we can make a form visible or not visible to a Requester using the tick box. However is there are way we can restrict Requestors visiblity
Bug: Unable to add url to an image (Custom Triggers)
Just upgraded to v12003 and we are unable to add an url to an inserted image within a Custom Trigger notification. 1. Image is added 2. Click on Image and select 'More' and then 'Link' 3. Link box opens 4. Unable to type or paste within the highlighted
Initial setup of Service Desk Plus
I'm doing my initial setup of service desk and we want tickets created when emails are sent to helpdesk@ourorg.com. I have found the incoming mail settings, but our mailbox is a shared mailbox. Does it work with a shared mailbox? If yes, can you direct
Change Approval - On approval stage "the approval process for this stage was skipped"
If the Change Requester and Change Manager are the same person, the approval process for the Approval stage gets skipped. Is there a way to disable this automatic "assumption" of approval if Change Requester and Change Manager are the same?
SLA settings
Good afternoon. Tell me how to configure the system so that the SLA time counter automatically stops if the last response was from the agent and resumes if a response is received?
ServiceDesk Plus - "Announcements", Password Manager Pro (PMP), Licensing
Hello, ServiceDesk Plus 12.0 (Build 12004) A few questions: 1) When making Announcements, how come it does NOT show on the Home page. If you click "Show All" (with filter option for "All Annoucements"), it still will not show on the next window. Sometimes,
Release 12000 breaks the ways of approving an incident
After submitting an incident for "Actions >> Submit for approval", the approval request is not displayed to the approver in the mobile app and on the web portal home page (the "my approvals" widget is not displayed). The approver can only approve the
Submit for Approval API supported?
Hi team, I am using SDP on-prem. I need to open a Request via API and submit for approval. However, in the APIv3 doc, I couldn't find any API to submit the request for approval. I wonder if it is supported or is there any alternate way to achieve?
Asset Explorer Not starting
Hello, i recently reinstalled Asset Explorer 6.5, since it was the same version i had my backup. I noticed that it's taking more time than average to start, it gets stuck on this screen I tried restarting the machine, restart the service but nothing seems
Mandatory attachment for Changes
Hello Support. We have ServiceDesk Plus v10506 with MSSQL 2014 Is there the possibility of establishing an attachment as a mandatory in the Sudmission phase of a Change? We currently have a custom field that asks the technician whether or not a prior
Migrate Service Desk Plus from build 12003 to 12004
Hi there, When i try Migrate Service Desk Plus from build 12003 to 12004, they ask me for a Certificate. What certificate is?
.doc vs .docx attachments
I have a situation where SDP will not ingest .DOC files resulting in the email appearing in SDP without an attachment. However, it will ingest .DOCX file extensions. I was running version 12001 when I first noticed the issue. Upgraded to version 12004
Change Management - Approval & CAB
Hi, Change Management - We have 1st approval, 2nd approval and 3rd conditional approval processes at the consultancy stage. However, we are not able to display approval approvals in the advisory area. We are greeted with the note "This Change is configured
Replacing default image
Hello, I'm trying to replace logos on SDP. I was able to customize the login page, but when requesters passwords expired, or they were forced to create a new password, the opened page for the new password shows the default logo of the SDP. I couldn't
Service Desk Plus - Apache Log4j 2
Hi, According to the recent "Apache Log4j Security Vulnerabilities", may I know how to identify the versions of the Log4j.jar. Current file I have is dated 5/5/2020. And please advise how to apply the fix? Note: I cannot find the "log4j-core" in directory.
ServiceDesk Plus Log4j.jar
Is anyone aware of plans for Zoho to update Log4j in ServiceDesk Plus? Current file I have ServiceDesk\lib\log4j.jar is dated 17/03/2020 and there are no new service packs that I can see that related to the recently announced security vulnerabilities.
Cannot be edited - adapt template
Version: 12.0 Build 12003 "Notify enquirer if a request is assigned to a technician." Cannot be edited - adapt template error message
Scroll Bar in Bell Notification not working
Hi all, Ive noticed that members of my team have the ability to scroll though their notifications from the bell icon however, I am unable to do so. In order to view tickets i have had to action and delete to be able to see older tickets. Has anyone
Web Server Root Directory for SDP
Can someone tell me the root level directory in Windows for the web server/site in SDP ? I'm trying to set up automatic certificate downloading via Let's Encrypt / Certify the Web and one of the challenge methods it uses is to place a file at the root
Problems with viewing some Linux servers
Servicedesk 11.309 DesktopCentral 10.1.2127.10 I have some linux servers, which are named in Asset management by DNS records, but not by their hostname. For example, I have server hostname=hostname1 and its dns record is server004. In Servicedesk in field Name
Tutorials for building out a new Servicedesk Plus web-based site.
Hi all, I am looking for tutorials on how to begin to build out a new Servicedesk Plus web-based system. I would also like to find a comprehensive guide which explains what each widget does as well as best practices for building a new installation. Thanks,
Changes module - where are the notifications to staff when someone replies within a change record?
This seems like a really big oversight not to notify any of the Change Roles within a change record when there is a reply or conversation happening! I'm sure I've asked for this before over the years, but will this ever be added? Thanks!
[SDF-70522] ability to embed support video
ability to embed support video
GET REQUESTS BASED ON SPECIFIC CRITERIAS API-V3
Good Day, I am trying to get all requests based on specific criteria using list_info: URL: <server>/api/v3/requests HEADER : "TECHNICIAN_KEY: XXXXXXXXXXXXXXXXX" input_data : { "list_info" : { "search_fields": { "subject":
How do you figure out which patch is associated to a CVE
Can the CVE be added as a seperate column? I may need to ask for it to be added? My CISO sends me a list of CVE's from NIST each week, and I have to try to piece together what patches/updates we either have already installed or download to apply. Example
Asset management support Chromebox
Hi, at the moment I'm using SDP to manage our devices. I try to add chromebox but unable to detect. can asset explorer support chromebox?
Tickle for response
I would like to do the following either through Business Rules, SLA, or script. If the technician sends a response to a user, say asking for additional information. and they do not respond in say 3 business days, I would like the system to send a reminder,
Demystifying SLAs - Im lost with configuring SLAs.
Hi everyone, I was wondering if folks would mind sharing some examples of how you have configured your SLAs. I am having trouble understanding how exactly SLAs work in ServiceDesk. I have tried to play around with different SLA configurations, but I am
Asset Default Selection
When going to the Assets tab in SDP and then opening up the search field. Is there a way to set the default filter or keep it from changing once selected? Right now it defaults to Workstation. But the majority of the time when we search we're looking
[SDF-89711 ]Acknowledgement e-mail comes from wrong e-mail address
We are running SDP 11200 and have multiple support groups configured. Example: Support Group 1 e-mail is support@domain1.com Support Group 2 e-mail is support@domain2.com Support Group 3 e-mail is support@domain3.com On the back end, all of these e-mails
[SDF-52894]Allow servicedesk plus on premise self service portal requestors to see all conversations
Is it possible to show all conversations to requestors on the self service portal? right now they only see system conversations. no emails. Thank you in advance.
Add Request Link to Reminder Notification
So I have this previous request that has been provided and is working great. https://pitstop.manageengine.com/portal/en/ticket/24001424854007 In a nut shell it's sending off a reminder notification for people with open task. I'd like to see if it's possible
standard edition license renewal
Hi, i am using free standard edition license for service desk plus which is not working now apparantly due to License expiry. could you please help me out on this issue.
[SDF-76522]Notifications in telegram
hi SDP v12 Dear developers, are you planning to integrate with telegrams?
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