Can I send a document or form to an email address from inside of a Request
I am currently working on modifying a new user request and a termination request and would like to be able to send an equipment acknowledgement form to the new user as part of the Service Request and also a separate form to another email if a terminated
Cat / Subcat / Items - enter by Item
Hi Is there anyway that when logging an Incident, only the Item can be entered, and the Cat / Sub Cat are populated by the system? I think I know the answer, but....... Thanks
Why is Site not a CI in CMDB?
Sites are one of the core components of objects in the helpdesk... almost everything must be tied to them. However, they are missing from the CMDB and the relationships between objects. \ Can anyone explain why?
New requesters without e-mail can't login
Hi, New users that are part of our domain, but doesn't have an e-mail adress assigned in AD user account can't login to SDP. Automatic login by SSO is not working and manual sign is not working. It does however work if the user is first imported into the application. I have the following set in SDP: SDP 10514 MSSQL
REST API - Search for new requests by date/time
Hello, Does anyone know if the REST API supports searching for requests that are greater than a given date/time stamp? Something like : https://mytest.myurl.com/api/v3/requests?TECHNICIAN_KEY=12345F2-5EA0-4EBA-B74C-FADA17646500&INPUT_DATA={'start_date'
Change UDF to GUDF in SQL
How I can change UDF (additional fields) to GUDF (additional fields) in SQL
UDF on SQL table
User defined additional filed(UDF) for the specify form In which table is the database stored? my means UDF on SQL table NOT(GUDF!)
Cannot see SLA information in Service request details
In the Service catalog I have created a SLA for service requests. I have associated some templates for service requests to this SLA. But, when someone creates a service request based on these templates, I can not see the connection to this SLA in the
Multiple Instances of SD Plus
We have two instances of SD plus running on a copy of server 2008 and we want to move these to a new server. There used to be a guide floating around the web but we can't seem to find it. Both use different ports and have separate services running so
Notify on mail new added member on project
I want to receive a notification when a user is added to the project. It's possible?
Create a date based view
Hi, Could anyone advise how I would go about creating a view that shows all tickets closed "today"? We are running SDP on Prem. Thanks, Antony
API for get organization role a department
Hi, I want to define conditional approval workflow. Now I need to API for get organization role details of department. I'm searching for this need in your API documentation but can't find it. What should I do? I need it ASAP? Thanks for helping
How to edit a Change?
I can see there are Change Roles, which appear to allow users with various roles to do various things. But they don't seem to work. I have a user who is trying to update the title for a Change he created, but there doesn't seem to be a way to do it.
Report a specific service catalog form
I define an service catalog form " Request Create CRM Account" and this form have a few custom fields. How I can Report a specific service catalog form with all related custom fields
Adding a field or option in the print preview section of the purchase request
I offer an idea to suggest. Adding a field or option in the print preview section of the purchase request to specify who registered your purchase and on what date.
Assign Techinician
Hi, I have used another ticketing platform in the past and now we have moved to Service Desk Plus.
Unfortunately I did not understand how I can take a request by making it disappear from the general queue (we are 2 technicians) and make it appear in my
Technician Key
hello, Is there any rest API to get technician key ?
How to sent java***.hprof files to support?
I got an email from the system this morning saying: Here are some pointers to delete possible junk files in ServiceDesk: Files generated due to OutOfMemory Error crash (java_***.hprof) are present under ServiceDesk\bin directory. You can delete these
Can't connect with self-signed cert
Just a note for those testing things out as I am. If you use the self-signed certificate option as I am, you will need to install the ManageEngine root certificate in eht trusted root authority of the target machine manually. You'll need to do this before
status colors
Hi Sorry if It may seem silly but I don't know how to display status colors next to each status in the request list view. Can you help me please?
How can i disable/remove "Status Comments" filed from Change Template
How can i disable/remove "Status Comments" filed from Change Template? I am trying via fields and Form Rule but "Status Comments fields not fount. Please help.
Set SLA by Item category automatically.
We design a Service form, (Request to Access ). By default the form doesn't have SLA. Items on the form ( CRM, ERP, VM,...) We want when requesters change the item on the form, Add a SLA to each item automatically. for example: 1-when requesters change
[ESM] can not submit a Request via api for special instance in ESM
hi how can I create an incident from PRTG monitoring system and sent it to special instance? which parameters needed? Im trying to integrate PRTG Into Sdp for notifications My SDP version: 11125
Can add Additional/Custom fields only to technicians layout of incident and service template
I have created some Additional fields for Incident templates. When I open an existing Incident template, I can add these Custom fields only to the Tchnicians layout of the template, but not to the Requesters layout. The sam situation is with Additional
How to access all the requests in service desk plus using REST API??
I want to access the list of requests in the service desk programmatically via REST APIs. I am aware that from the service desk plus UI, I can access all the requests. With regard to REST API, I am able to access only 1 particular request with the help of the request id. But, i don't want a single request,I want to access the whole set of requests. Does anyone know how to do this??
Add new section in asset module
hi! Is it possible to add new Section in asset module - like on attached screenshot?
Translate for Additional Fields
Hi, How can I translate my Additional Fields in Incidents\Service Templates ? In "Admin - General - Translates" not working for Additional Fields.
REST API - Get all open requests
Hi, I can run this URL: http://supportserver02.domain.int/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=A60CD57B-BF08-48D9-ACFC-A9F110909938&INPUT_DATA=<Operation><Details><parameter><name>status</name><value>Open</value></parameter><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Unassigned_Requests</value></parameter></Details></Operation> But it gives me all request - no matter
ChangeRequester Name will set automatically
ChangeRequester Name will set automatically when a New Change raised. Note that all of users already imported and Synched from AD. How we can i do that? Build is 11131.
Purchase Order Module Does Not Support Decimal Quantities
If you enter a decimal value such as .5 in the quantity field in a PO, it will produce an error when you try and receive the item. Labor is good example of where we need to be able use decimals such .25, .5, and .75 for hours billed by vendors. There
Auto assigning tickets based on To address
Hello, We have an email address for support however we want a secondary email help to automaticlaly assign tickets to a select technician based on when the email comes in to the help address. My Setup: Email added to incoming and alias on main email account
Change Management || Schedule Start
HI, Is there any option/way to use that i can set a rule that will not allow a Technician Set the "Schedule Start" date and time in the same day or 12 Hours before the activity time for a Normal Change Request. Thanks Mostafiz
Requester is a Department Approval
I hope you are in Health and Safe, My Scenario is as follow: in my company, two roles created as "Head of Department" and "Approver". All of my department approvers are VIP Users. The application approval process in my organization consists of
How to costomize the request list?
Hello guys, how can i customize the request list which is shown below. I couldn't find this page where it is located exactly. I need to change the colors but when i look at the details i see the style code is added in the table not the css file. Many
How can I edit the Requester template?
Hello, I noticed that when I am editing the Technician template, I am able to add any available fields and I also have the ability to make a new field. However, when I am under the requester template, I am unable to add fields. I am only able to add sections.
Change levels
With the introduction of change levels, it seems each level is limited to 10 participants question Can the change level requirement be removed so that its the same as previous, if not can the limit of 10 participants be increased or removed We have no
Adding a field or option in the print preview section of the purchase request
Hi, I have a idea to suggestion. Adding a field or option in the print preview section of the purchase request to specify who approved your purchase and on what date.
Bulk Editing - Mark FCR
Is there a way to mark FCR in bulk? It recently came to our attention that the template we use to close a daily report does not mark this option. We need to go back and edit ~500 tickets (all with the same subject line) and it would be nice to not have
Approval Process
We are currently testing out the approval workflow and I have a few questions. Can an approver reject a request and then send that request back to the requester to edit? Are approvers able to edit a request that a requester has sent for approval? For
work logged on task does not appear on time spent reports
Good morning, We have just upgraded to SDP 8.2.0 build 8204. We can now log time against a task as well as being able to log time against a request. When we log time under the work log tab of a task, it also appears in the work log section of the request. This is great however time logged against a task does not appear on time spent reports. Time logged against the request (tasks tab) does appear on the reports but not if logged within the task. Please see attachment or image below for screenshots
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