Ticket Assignment
Looking to see if this is possible at all... We let our techs choose their own tickets out of the queue. What I'm hoping to find is a method to auto-assign the ticket to the technician(s) as they respond to the tickets either via email or directly within
Getting error java.lang.StringIndexOutOfBoundsException: String index out of range: -1 while running query report
Statement:- I am tring to generate report which contaiing only 100 characters out of description Query : SELECT "wo"."WORKORDERID" AS "Request ID", substr(wotodesc.FULLDESCRIPTION,1,100) AS "Description", "rrs"."RESOLUTION" AS "Resolution" FROM "WorkOrder"
Service Desk Plus V3 API problem adding a request with multi-line description
Hi, Previously using V1 API I was able to add requests specifying multi line description by appending %0A to each line in the description field. Now under V3 I've tried \n \\n and %0A but none work. \n does nothing, \\n results in \n being part of the
Group Based Import
MESDP allows you to import users from the Active Directory. It offers the feature to import at either forest or OU levels. A future development I would like to see is the ability to import users based on security groups - no I don't want to use LDAP/s
is possible to get the user id from the API token?
is possible to get the user id from the API token? If it is not possible, when adding a request by a API call, if the API token owner is not the requester, in this situation, does the request can be added successfully? On the other hand, does the system
Way to restrict accepting tickets when ticket count is above a specific count?
I do not want to use Auto Assign but I also do not want technicians to "hoard" tickets or accept more tickets than they can handle at a time. I want to be able to do the following: When a technician reaches 10 or more tickets, disallow them from accepting
Multiple approval answers in one request
Hi I am trying to figure out how to make this scenario work in SDP. A servicerequest requires several approvers for different stuff, lets say one approver for a computer and one approver for access to a system. Two approval questions is getting sent
Has there been any progress on ID#SDF-66538?
I have seen a number of threads on it for 2-3 years but I'm told that it has not made any forward motion. It is in regards to having the SD Plus add a date/time stamp to all ticket correspondence.
Pause or Disable Scheduled Reports
Hi There, As the title states, can you add a feature to pause or disable Scheduled Reports, I was going to include Preventative Maintenance Tasks as well but this has been raised already.
Import List items into custom field
Hi there, I am making a custom field for different hospitals and have 1,250 of them to add but can't seem to find a way to import them and really would like to avoid manually copy pasting them in which would take a long time. Is there a way to import
Add System Notification Tracking for Tasks in Change Management
When a task is assigned in Change Management, we have the notification rules on to send the task owner an email alerting them of the assigned task. But that email does not show in the Change. When the task owner claims they did not receive the email alert,
"Not Assigned" Technician Login Report
Hello, I have a customer that us runing the following query: select qd.queuename as "Support Group", sdo.name as "Site", au.FIRST_NAME as "Technician Name ( First Name )", LONGTODATE(acs.OPENTIME) as "Last Login Time", al.NAME as "Login Name" from queuedefinition
Query/script to delete multiple reply messages based on Subject from multiple tickets
Hi all, Due to some internal changes we need to do some clean-up in the ME SDP database. Hence the following request: is there a method, script or query that will delete all Reply-to messages with a specific Subject, from all tickets? Thank you for your assistance - it is very much appreciated.
Update manager not working after update to 10000
Hello, After update to 10000 UpdateManager.bat not working. When I run UpdateManager.bat nothing happens. When I run .\scripts\UpdMgr.bat I recieve error: The system cannot find the path specified. Error occurred during initialization of VM Could not reserve enough space for object heap Error: Could not create the Java Virtual Machine. Error: A fatal exception has occurred. Program will exit. What I need to do to resolve issue? Windows Server 2012, MSSQL 2008 Regards, Anton
User validation error
Hello to all, we have restarted a production server and after that we can not login to SDP. In SSO we can see the following message: 2021-09-07 10:00:17: HttpSecurityService: C: GET /scripts/Popup.js 2021-09-07 10:00:17: HttpSecurityService: C: GET /scripts/MicrosoftTeams.min.js
[ SD-100376]Alter Autofill Behavior in SDP for Chrome
I just wanted to give some feedback that when using ServiceDesk Plus (On-Premises, current build 110307) with Google Chrome (Current, most up to date Version 96.0.4664.110 (Official Build) (64-bit)), the auto-fill suggestions for commonly used input fields
[SDF-49366] User Groups & Announcements - Email the User Group?
In SDP it's possible to make announcements visible to a user group. However there is also an option to email individuals when creating an announcement. Is it possible to email the User Group or would a distribution list need to be set up in MS Exchange
Assets Lincensing
Hi, I would like to know, the licensing of the assets is based on the status or any asset added to SDP will count as a node, even if the asset is "Disposed"? I make the question because I want to register all out IT Assets in SDP, but I need to know
Transitions buttons doesn't appear for requester manager
Hello, life cycle has been created and assigned a Transition for requester manager and give the manager authorization to show the incident, but the Transitions buttons doesn't show when he access the incident. manager is defined as requester. Transitions
URL Redirection
Hi Support, Thanks for the excellent reply to my last query; I got another question concerning URL redirection. I would just like to know how to redirect our http://servicedesk to the http://servicedesk:8080/HomePage.do URL. Thanks.
Servicedesk Plus Ver12.000 REquest Upload Crypt excel file Faild.
After applying the build 12000, I can no longer upload a open password protected excel file when making a request. Please tell me how to resolve. When making a task or request, can't upload xlsx file with encryption and password. Same reason, pptx,docx
Home Page Edit
1. Is there a way to change the request to automatically open the default request template and not the request catalog? We want the user to be able to click and submit a request as we are only using one incident template (default). 2. If the above can
Self-service portal customization boxes
Hi, I've been playing around with the HTML editor and managed to add one more "box", in this case "View Solutions", I would like to know where this comes from {{i18n "search_widget.help8"}}, and how to add a new functioning button. /Norman
migration of specialists
Hey we plan to migrate users to a new domain. specialists who are added to ldap will also be updated to the new domain. Is it possible to migrate specialists to a new domain so that the entire history of their applications is preserved? The attribute
API Calls to other instances
When I make the following API call I get results from the default IT Helpdesk instance: GET https://{ORG_SERVICEDESK_URL}/api/v3/requests/ I get a list of requests from the default instance, "IT Helpdesk". I would like to be able to make the same call
Reporting on the Re-Assignment of Tasks and Requests
We are using tasks in ServiceDeskPlus because there are requests that require multiple teams to work on separate requests. Our management team would like to view how teams are sharing work through tasks or redirection of requests. Is it possible to run
Zia Configuration Suggest Template is erasing request details
Last week we updated our environment to v120000. We also decided to enable the Zia Configuration settings for the Requests module. Today, when reviewing tickets that were submitted over the weekend, I noticed if I accepted the template recommendation
is there a way to uninstall Service desk Plus from Command Line?
I am unable to uninstall Service desk + from control panel. It saying that it is already installed and please uninstall -.-
SDP and DC integration - software install
When installing software from a SDP request, under custom actions - install software, is there a way to use a different policy other than the default DC policy? Some of our installs won't work with the default policy.
Show Secondary Emails to Technicians without Admin Rights
We are starting to encounter problems with users who have secondary email addresses in SDP. It would be great if SDP would show WHICH email address the requester is using to create the ticket instead of always defaulting to the primary. A very large portion
SLA's and Due Date adjustment
HI I have a standard SLA but we have an agreement on some requests that they will contractually completed within 48hours of the final approval. Obviously if the request isn't approved straight away then this can have an impact on the SLA completions.
Survey in user self service portal
Is a way to show Survey in user self service portal?
custom filed for create User group.
custom filed for user group. Now, Some filed can uses on user group. But if Servicedesk can use all additional felid to create User Group, It's good work.
Associate existing tasks and reminders to service requests
Hello guys, Is there any way to associate an existing task to a service request? Same question for existing reminders? Right now I see the functionality to create new tasks/reminders from inside a SR, but no way to associate existing ones. Thanks!
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
Attachments with ~ or _ or any special characters
Hi, I am on the latest version and changed the settings to include all attachment extensions but filenames with ~ or _ or any special characters do not come in the system.
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?
Removing older backups failed
Hello, on version build 12000 backup is scheduled to be removed if older than 3 days. Backup folder contains 2 *.ezip files named *.part1.ezip and *.part2.ezip. After 3 days passed, SDP deletes ONLY *.part1.ezip file while *.part2.ezip file and folder
I need hide some field in General Information??
How can i hide some field in General Information of Incident Request? Version: 10.5 Build 10501 Thanks
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
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