add "more field" button
Hi, Is it possible to add "more filed" button? Scenario: I would like to Add two security fields: "Access to" and "Port Number" under every Servers in Asset. for Example: Access to: 192.168.1.1 / Port Number: 443 Access to: 192.168.2.1 / Port Number:
Inform requester about stage of Purchase Order
Hi, is there any way to automatically update an assigned service request about the stage of the purchase order? Especially to inform the requester about the executed order. Thanks in advance and best regards.
Locked out without admin local user
Hello I have changed the setting from LDAP Auth from SSO Auth, but now i am locked out from the system. I have the version 11.1.0 of Service Desk Plus and i have MYSQL database. I don't have any local administrator user and I think the only solution
how to run ServiceDesk Plus as a Linux Service in ubuntu server 14.04
please help as cannot start the service desk as linux service. already follow below instruction, but failed. Follow the steps given below to run ServiceDesk Plus as a start up service. Step1: Download the servicedesk.txt file click here Step2: Copy the servicedesk.txt file to /etc/init.d/ # cp servicedesk.txt /etc/init.d/servicedesk Step 3: Edit the servicedesk file to modify the MDIR Variable. MDIR refers to /bin. Typically, if you have installed ServiceDesk Plus as a guest user, then MDIR
Can ServiceDesk scan and identify Cisco IP phones as assets?
We have about 30 phones at the present, and would like to have the ability to have them seen as an asset, ideally without having to go to each phone and pull mac address, IP, etc. Is this possible? J
"User does not have sufficient privilege" - opening attachments
Hi there, We have had a workflow process in place for the past 12 months were users are asked to approve a payment based off an invoice, over the last couple of days, users have been reporting an issue when trying to open an invoice attached within an
Lower Level Technician
Good Evening All! I have a new employee starting in a few weeks, I had one till recently and I have learned I want/need to make some changes to HelpDesk to better handle monitoring the new employee. I set up a pretty rudimentary resolution, "Resolved
Assets in Microsoft Azure
Hi, How can I automatically discover assets that I have in Microsoft Azure such as users, databases, virtual machines, etc. in the service desk plus on premise? Thanks.
How to track software licenses
Is any one using the Software Licensing function of SD Plus? I tried using it a while back unsuccessfully. It started with the Purchasing module and found that I could not add the application unless they had been already installed and scanned (not possible
Service Templates: Approval process
We have several service templates where a user submits a form to be reviewed and vetted by multiple people across the organization (ie: CIO, CFO, CTO, etc..). This group of individuals review and add comments to the request to be modified or to proceed. For example, our legal analyst may provide feedback - via the approval screen -- to amend some of language on a contract. She will input her feedback in the approval secant and 'deny' the change. The issue is that the request isn't necessarily dead
Approvals and Tasks over REST API V2 Calls
I have gone over the documentation located at https://help.servicedeskplus.com/api A few times, and I can't seem to find any calls for working with Approvals or Tasks using the REST API call. Was this ever implemented in the Version 2 API? Is is possible even if it isn't in the documentation?
SSL generation / Path to web server
It is required to check the domain by placing a txt file. where do you need to mark this file?
[SDF-92116] restriction of Schedule Start Time
Hi, Few days back i got the below script from "Dinesh Bhaskaran" to restrict to raise a CR within 12 hours of the “Schedule Start Time” now I also want add another restriction of "Schedule Start Time" should be > "System date" in the same script. Please
Automated Followups
My staff often have a lot of tickets awaiting the customer's response. Often, customers' simply ignore or forget about the ticket and my staff spend all day, everyday trying to get feedback from these customers by manually responding to each ticket. I wonder if there is a way whereby the system can see a particular status and then ping the customer once every 2 days requesting a response, then mark the request Resolved on the third day.
Set "group" field while reopen the request
Hi, I want to set "group" field when the request is reopened. How can i configure this?
Association of the user with the site through the mail domain name
Hi I can not understand. How to automatically link a new user to the site? based on mail domain? thanks
Incident Templates - Adding tasks to work flow
We are using ServiceDesk 11.1 Build 11121 with MS SQL. I noticed you can no longer simply add a task to a incident template work flow. You have to add a task template, which is going cause a clutter of task templates that will need to be periodically cleaned
[SDF-91839] Two different date formats - same exact date parameter used
HI I am sending an alert via a custom trigger but my technicians are sometimes getting two different date formats...why? and how can I fix this? See attached pic This is from the exact same trigger with the exact same parameter with two differnt results
How to add multiple and identical POs?
HI, I'm trying ServiceDesk Plus before purchase a license. I am trying with some data on my company and I have 13 budgets exactly the same but with different billing info and those budgets are very detailed. Here an example to better understand: Budget
Close requests via emal.
I've configured SDP to Send and Receive email. SDP is able to create and route new request via email(Using business rule). Is it possible to close tickets same way? I am looking for a solution that would create a request if a alarm is raised on the monitoring
REST API with PowerShell
Hi Everyone, I have noticed several questions around REST APIs for Service Desk Plus on the forums, and some vague answers. I have been using the REST APIs as part of a daily PowerShell workflow for some time, and I thought I would post my PowerShell functions with the hope of helping others through an example. Please keep in mind that these are very basic functions, and they are not intended to be a one-size-fits-all module. So please modify to meet your needs, and feel free to post your changes
Custom script to create task in JIRA from business rule
I have created a business rule to create a task in JIRA whenever an issue is created in SD+. I would like to create the script either in Python or PowerShell. So far, I have a simple python script that should just execute and call the JIRA API, at this point just for testing it looks like this: import sys import json import requests import zipfile import tkinter from tkinter import messagebox #response = requests.get('https://xxx.atlassian.net/rest/api/2/project/proj1,auth=('xxx@xxx.com', 'pw'))
Email technician group after approval
We're using SDP 11131. We have created a Service Catalog template. We have added the Technician Group field to the template, and set it to a specific group. An approval is required before a tech can pick-up the ticket. Is there a way for the technician
Database Schmeatic
Is there a place to see the name of all tables and their respective columns?
Can an approver see all requests they have denied and rejected?
Please let me know if this is possible.
Tasks
Hi, everyone. How can I creat workflow with tasks? For example if task status change, change support group.
[SDF-69590] To alter the SLA- Escalation Mail Content
Hi Team, We want to modify the mail content of SLA Escalation matrix so please guide with procedure to alter mail Thanks in Advance!! Regards, Ezhilarasan.
Tag request number to asset
Can i tag request number to assets if someone request for asset
Announcement Security/Limit
Is there a way that you can limit who can post an announcement in the system? Regards
How count the licenses for techs
Please can you explain me how exactly were the licenses for the technicians count. E.g. I have a SDP installation with users A, B, C, D, E, F, G,.. etc. Furthermore I have three instances: In the default instance IT Helpdesk - A+B should act as techs,
Can a rejected request be submitted for approval by the system when it is reopened by the requester?
For example: 1. A requester submits a request that gets sent for approval. 2. The request is rejected. 3. The requester re opens and edits the ticket. 4. (Goal: Once submitted, gets sent for approval once again) - I know that a technician can go to the
Search from SDPHow are yur API
Hi Is there a way to either: Search other areas of the organisation from the SDP search, or Search SDP Solutions from other places, such as SharePoint. How open are your APIs? Thanks
how can I assign 1 of service Category for limited user ?
i have created 5 service category but 1 category is only for limited user i need to assign.
Can the Service Desk Plus webpage run on https and http at the same time?
Hello, I've been tasked with making our Service Desk Plus system available externally. My question is, If I want the external webpage to be https do I also have to change the internal page (which is using Pass Through Authentication) to https as well?
Escalation notification to MS Teams groups
Hi Is there anyway that escalation notifications (SLA failure type) can be sent to groups in MS Teams? Thanks
CBL for ServiceDesk Plus?
I have inherited our Manage Engine help desk system and need some training with it. What would be the best resource to get the training? I see that Zoho offers training, but is it online, or onsite? I am looking for more online training. Thanks
How to view the Help Card when viewing a request?
We are using SDP 11131. We use the Help Cards extensively with our service requests. Is it possible to show/display the Help Card when simply viewing a service request? Currently, it seems the only way to view it is when you are either creating or editing
Which instances will be backuped with scheduled backup?
I have set the outgoing mail servers settings in the default IT Helpdesk instance. Than I have activate the Backup scheduler in the ESM directory. The backup runs on the desired time. Q: Since I have more instances which all should be included in the
ADD_ATTACHMENT api request not working
Hi, I'm trying to add an attachment to a support ticket already created. Please see my code below. This is written in PHP and therefore I'm finding it difficult to understand the sample code given in documentation. <?php $fields = array('filename' => 'test_file.pdf;type=application/pdf'); $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, 'http://servicedesk/sdpapi/request/ticketid/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=MY TECHNICIAN KEY'); curl_setopt($ch, CURLOPT_POST, TRUE); curl_setopt($ch,
Locking down tasks
Hello, Is there a way to lock down a task to a patricular technician?
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