[SD-93223] Notification Action after a Transition without Criteria or Actions
Hello We just noticed, that it is no longer possible to add a Notification Action after a Transition in the request life cycle without adding a criteria as well as actions (see attached screenshot). This is critical for our use case since we implemented
Custom Trigger to Send SMS to requester
Please provide an Custom Trigger to Send SMS to requester via an sample custom SMS provider
[SD-93810] Template change delets E-Mail Id(s) To Notify addresses
Hello I just noticed that if I change the template of a ticket, the addresses of the E-mail Id(s) To Notify field get deleted.
[SOLVED]Advanced Analytics sync task fails
We are testing Integration of ServiceDesk Plus with Analytics plus, both On Premise. Initial sync works fine, but subsequent scheduled sync task fail with this message: FAILURE :We are sorry to inform you that data Synchronization is failed. Data have
Removing software from people's workstation remotely
Is there anyway i can remove software from workstations remotely? I know i can delete software from workstations on the system, but when i re-scan the asset, it appears again. Do i need another feature of SDP to enable this function? Thanks
Load Custom .JS file into SDP
I simply want to load a .js file into SDP. I'm from build 11007, I've put my .js file in <SDP>\custom\scripts\ directory, however, it is not loaded. I've searched this forum, the one here that looks good is not helping me because I don't even have the
User - Additional Fields as Variables
I asked about this a long time ago, and so I'm wondering if this was ever implemented. We really need user variables for User - Additional fields so we can populate the givenName from AD in our notifications. Right now, we would be stuck with lastname, firstname or username. AD has these broken out, so I'm hoping SDP has a way to do this now. Thanks Adam
Jira integration - two way integration, and what advantages are in it ?
Documentation regarding the JIRA integration seems to be lacking, so I have a question. I see that some forum posts mention that the integration is not a two-way integration, and according to some youtube video, it seems as that when a issue is created
How do I hide a field in SD Plus
I am trying to hide a field for all but a few technicians. I tried creating a Rule to hide the field. I selected On Field Load. The Rule execution defaults to On Create/Edit. The problem I have is that when an incident is viewed the field is always viewable.
Disable Auto-Generated Email
We are currently set to send enrollment emails to newly created users automatically; however there is a scenario in which this is not needed. Is there a way to stop the auto-generated new user email from going to the user during creation only on these
MFA
Does the latest Servicedesk plus support MFA
SDP doesn't provide or support MFA
Hi, You guys need to understand. MFA is not an option it is a requirement for a lot of us. Please provide an ETA so we can plan accordinaly or let us now so we can not renew our license next year!!!!
Custom View - Logged in Technician
Has anyone had any success creating a Custom View that would filter based on the Technician that is logged in? I am trying to create team based views and want to only show requests that are either unassigned or assigned to the person who is logged
How to cinfgure Operarational Hours when Site & support team are in differing time zones?
Hello - My Operational Hours are 9:00 to 18:00. Let's say I have a Site in Arizona but my team supporting that Site (client) is located in São Paulo, Brazil? How would I configure the Time Zone & Operational Hours? Would I configure the Site with the
Asset Explorer/Asset Scan
Hi I am testing the Asset Scan in our test environment, and I have a number of questions. We currently have a lot of laptops that regularly change IP address ranges depending on where they are located (internal or external/remote) - can you outline how
Allow JS script to retrieve requester attributes in ServiceDesk Plus
ServiceDesk Plus allows user to write a small JS script to modify form fields on form load/edit. The functions to retrieve information are quite limited, and do not provide the ability to retrieve user defined attributes using the $CS.getValue() function,
How to handle automatic request status change based on user response?
We are running SDP build 10000 on Windows / MSSQL and are facing a challenge of keeping track of abandoned requests. Consider this use case: User opens new request without sufficient information Technician responds to request asking for additional info
Need to be able to attach image or document to task templates
HI I know I can add an image or doc to a task. BUT I can't add an image or doc to a task template. Can you please add the ability to add a doc and or image to a task template? This would save us lots of work because we reuse the task templates they always
[SDF-52086] Scheduling a task to run in the future
HI We have tickets with many tasks that we would like to schedule the task notification. We would like to setup an entire years worth of tasks and then have the support group get the task notification each month. Currently if we create tasks we can schedule
Request templates for technicians only, to speed up process of documenting repetitive requests
Does anyone use Request templates to make it easier for technicians to create and close tickets for repetitive tickets like unlocking active directory accounts? The Unlock Account template we have created has the status set to Closed by default because
Is it possible to make it attachments mandatory before a service request can be subimitted?
Is there functionality available to make attachments mandatory before a request (using a template) can be submitted?
Time Limit to request Toners
Hi, I want to limit end users from requesting color toners for 5 months. I have a service in service Catalog to request toners but we have limited stock and need to make a rule preventing end users of requesting another toner unless 5 months period
Add Approver By Python Scripts after upgrade doesn't work
Hi I Upgrade SDP to 11.1 Build 11140 I work with this python script to add approver. But after upgrade it doesn't work. I think it about json v3. could you explain to me what can i do for add approver with python script? "I have not any error. and script
Change approve via email
HI Team, Is it possible to approve CRs different stages and CAB approval via email response? Also is it possible to restrict sending CAB recommendation before Planing Stage approve? Thanks Mostafiz
How to integrate two SDP to each other
Hi, I used SDP in my organization locally. Also some vendors used SDP on their server. Now I want to assign some request to vendors. Before That I used forward option inside of request and mail request and process by him. Do you have any better alternative
[SDF-60437] consumable or component
HELLO how i can add 2000 batteries that we bought to servicedesk plus? battery is a consumable product type, servicedesk plus can track consumable product type or i should add batteries as component ? Kind regards...
Sending template on change of Priority
Hi, I was wondering if there was a way to send out a template email to a client if the Priority of the ticket is changed? How do I do this? Thanks, Jareth
Stop Message Banner
Hello how do i disable this banner for my user account? It keeps coming back and every time I hit close.
How to add a Widget to see all requester's requests in the dashboard?
Hello, i have a problem. Most users have problems with finding the page to see all their requests, so i decided to add a widget in the first page to make the list of their requests more handy. For the widget i used the URL option, and just pasted the
Business Rules Issue
Hello, guys I have question about the business rules In my case I have two different criterias in "description contains" when I separate them with comma the system understands it as "or" how can I separate them to be "and"? For example: in ticket's
Restart SLA After Re-Open The Request/Incident
We want to restart SLA after reopening the Request/Incident, Is there any chance to do it in Manage Engine SD Plus On Premise? Any ideas or workarounds?
[SDF-50011] Add Start date to Periodic Scheduling
Within preventative Maintenance, in the Periodic Task Scheduling section, it would be great to have a start date here. I have a task that is required every 340 days, but at the moment I can't tell the system when this needs to begin.
Change all tickets assigned to another support group
Hi Guys, Is there a way to bulk assign all tickets assigned to one support group to another. I cant seem to do it via edit request> no available list on the drop down. It just have just --leave it as it is-- I have Version : 9.0 Build 9036 PGSQL Thanks Issa
SCCM/AD for Asset Management
Hey All Is there a way to chose what assets I'd like to import from SCCM or AD? I am only able to exclude single devices or IP ranges. Is there a way to pick and chose according to OU's? When I scanned SCCM/AD, it picked up a lot of items I did not need.
How Remove Approval, If Requester = Approver
Hi guys. I knew it's exist in the newest version. But I wondering to know how handle it by python script. I want to know how return role ($DEPARTMENT_APPROVER$) to username (John Smith) in python script. My need: user = requestObj['REQUESTER'] approver
Variable $FirstName in Survey Email Configuration
Hello We are currently implementing the user survey. Unfortunately, in the Survey Email Configuration it is not possible to use the $FirstName variable. Since it is possible to use it in other mail Templates, is there any chance to add this function with
Duplicate Requests
Is there a way to close duplicate requests without having to put in all the required rules we have set? For example, we require certain fields to be filled in (request closing rules) in order for a ticket to be closed. If there is a duplicate request, we don't want to have to take the time to fill in all those fields. Also, since we upgraded our software to the latest build, when you put in a resolution, it does not close the ticket anymore. How can this be fixed?
O365 + service desk plus without IMAP and POP access
Hi, maybe you already heard, POP(S) and IMAP(S) access to O365 account will be rejected from 2021 September from by Microsoft side. The ServiceDeskPlus only support POP IMAP and EWS connection to reach mailboxes. EWS is already outdated by Microsoft so
Anyone have a script to add request details to a task
I would like to add select request details to a task assigned to a tech that may not have permission to see the request template. Does anyone have a script to add details to the task? Thanks! Cheryl Ankrom Jennmar Corporation
How can I automatically delay the triggering of a task (or tasks) in an incident template?
I'm trying to find the best way to handle tasks that need to happen according to a particular schedule. For instance - in one of our (Incident) templates when the request is submitted there are a number of tasks that need to be done immediately. However there are a few tasks that cannot and should not be started until a certain number of days has passed. I've created a task that I'm using as a parent dependency for the delayed task, but it requires someone to manually close it after the waiting
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