How to add Change Approval Override?
Our company policy is that our CIO has the ability to override the CAB on certain change requests where the CAB has denied/rejected the request. I added a second Approval in the workflow and linked from the Denied node on the level 1 approval to the
[Term of the Day]: Distributed Cloud
Term of the Day “Distributed Cloud” Definition — What is Distributed Cloud? The term Distributed Cloud refers to public cloud services dispersed across various geographic locations. Many organizations due to several security reservations usually
Change Logo and Text
Anyone have an idea how to change the below logo and test i can do it for service catalog but not incident catalog cannot seem to find it anywere
Get CI details using 'Null' criteria
Hello, I am just trying to develop a python script to update Warranty Expiry Date for hardware assets. To update this field, I need to get CI names which has no 'Warranty Expiry Date' field is filled. How can I create a xml query to get those CI names?
Custom Query Reports
I'm attempting to create a couple of custom reports, but have very limited experience with creating query reports. I was hoping to create reports that would output the Average First Response Time for the previous month, for a couple of specified Groups,
Bug - When default language is Arabic, SDP can't load personalized language like English
Hi, My default language is Arabic, but I want to use English language for my profile (personalize section). When I change personalize language to non-arabic language(English), SDP page can't load and see white and empty screen like attachment, but when
Using requester groups
Hi! I need customising forms assigning and forms viewing depends on requester group. How can I do this? I cannot see any requester variables, where I can find requester group.
[SOLVED] Hide Request Catalog
How can i hide the Request Catalog in the sub header?
Masterclass 2021 Season 2 - Session 2: 5 tips to get your service desk ready for a hybrid workplace (August 25)
Hi there, Before the pandemic, organizations across the globe were already on a path to digitize operations. After COVID-19, many organizations were forced to fast-track the process by adopting collaborative applications, security solutions, big data,
Import Active Directory
Hello!
I'm trying to connect domain authorization, but I keep getting an error.
Unfortunately, I could not find a solution on google and this error is missing on the portal.
Attached 2 screenshots, the first screenshot describes my steps to fill in the
Converting Ticket to a Task
Hi I was wondering if its possible to convert a ticket to a task ? or use webform to auto create a task ? any idea ?
Change template selection based on change type?
Currently in my version of SDP, when you create a new change, the first field to select is the Change Template. I'd like to set it up so that when a new change is created, the user selects the change type, and based on the type selected, the template
Script to add a comment to the history
I want to force the technician to add a comment to the history file of a ticket when they change a specific user defined field. Is there a script to do this? Maybe opens the ADD NOTES window?
Change can't be associated with a CI unless CI is Asset, Business Service, or Technical Service
What's the point of building a CMDB if you can't associate a change against a CI (unless CI is an Asset or Service)? If you have 10 services depending on a CI (e.g. a VM), I want to register a change against that CI, not against the 10 services. Have I missed something? I hope so! The CMDB seems of no use without this feature. Thanks.
Remove Login Fix
We are currently on build 11200 and cannot remove logins from users/technicians. Is there a way to do this manually through the database (we use MSSQL)? Which table does this field live in? We realize this was fixed in a subsequent update but we can't
External chat widget not working/login issue in chrome
Hi, My external chat plugin is not working in chrome, as It doesn't pickup the login info and keep asking for login in the application even when I have logged in servicedesk plus, maybe the issue is with its cookie, I have an external website where I
Add Request Task Worklog - API REST
Hello, I am trying to add a work record on the task with this service: api / v3 / requests / {request_id} / tasks / {task_id} / worklogs I am using the next request: { "worklog": { "owner": { "id": "22806", "name":
¿Can I send email ticket notifications using two differents email accounts?
Since a few months ago we are testing the ManageEngine Service Desk Plus App at the company that i work, the app works properly and we don't have any complaint about it. However, we have two differents business units, with two differents domain controllers
include a Flag to show recently updated request
It would be greate if SD could include a flag to show that someone had updated the requst recently. This will help to improve productivity as we could zoom-in the check the new update instead of going through all the outstanding request one-by-one.
[Term of the Day]:User Acceptance Testing
Term of the Day “User Acceptance Testing” Definition — What is UAT? The term UAT stands for User Acceptance Testing also known as Beta, Application, or End-User Testing. UAT is often considered as the last phase of testing and is performed to evaluate
api/v3/changes API does not return all the changes, returns an error
Hello, I am calling "api/v3/changes" API and expecting to get a list of all changes but getting following response { "response_status": { "messages": [ { "status_code": "500", "type": "failed", "message": "Error when performing required operation." } ], "status": "failed" }, "list_info": { "page_number": "1", "start_index": "1", "sort_field": "", "search_fields":
[SD-90704 ] Database SQl Error
Hi .Had a question I get this "Internal Error" when I write a script more than 240 line in custom function when the Database is Sql Server . But this error has not seen in the postgres database. I have been tested this issue in versions 11302 and
DELETING NON ORGANAZATION AND DUPLICATE REQUESTERS FROM REQUESTER MODULE.
Hi All I am trying to delete all non organization requesters and duplicate requester s from requester list but they seem to appear again once i log out and log in to service desk plu. What can be done to delete them permanently from the requester list?
[SOLVED] [SD-96511]Business Rules NOT working if ServiceDeskPlus is emailed!!!!
Hello - We have discovered another issue with the 11301 Build. If a Requester emails the system directly to initiate a ticket, the ticket is NOT routed to the Site where the Requester is tagged to. Instead, it's logged in the system as "Unassigned".
Need a query for software version column to be added along in software report.
Dear Concern, I need a query for software version column to be added in the software report. Kindly provide a required query ASAP. Thanks&Regards, Seema John
Able to close a project with open tasks / milestones?
We have found that that it is possible to close a project that still has open tasks or rmilestones. Is there a way to implement closure rules for projects to prevent that from happening? We are using SDP version 11.3 Build 11301
Business rule and email domain
Good afternoon. Tell me please, how to create a business rule so that all incoming emails from outside domain (for example @mydomain.com) to SDP request are automatically assigned to the site my_site_name? I create a new business rule. Criterion: criterion:
With previous notification method removed from Business Rules as of 11300 Build, we need to manage seperate Custom Functions for each Site?
Hello - I'm still trying to understand why SDP removed the native notification ability within a business rule, but I digress. Going forward, I was able to create a custom function to achieve my business needs. However, do I now need to manage a Custom
[Term of the Day]:Beacon
Term of the Day “Beacon” Definition — What is a Beacon? Beacon is a small device that alerts mobile devices, such as smartphones and tablets, of its presence through radio waves under the Bluetooth protocol well known as Bluetooth Smart or Bluetooth
Restore deleted requestor
When using active directory and you import the user accounts. Everything works as usual. I deleted an account from the requester list and need to restore it back to being active. Please advise.
Login page does not show the username and password box
After upgrade to 11303, login page does not show the username and password box. We cannot access the application. Any possible solution? It is urgent. Thanks
"Days Overdue"
Good morning everyone. Had a question. Is there a way to capture how many days a ticket is overdue? Whether is it through reporting or if we can add something to our ticket template? Also, if possible, we would like to see how many days until it is
Update process very slow
Is it just me, or is the update process excruciatingly slow? I kicked off an update at 7:30 this morning expecting that to be plenty of time for a 9am start, but its still going at 9am at 30% done!
Reporting on when an a custom Field was updated
Hi there Can anyone guide me on how I can report on what time a custom field was updated and who performed the action? I have a custom field called "Triage Complete" - Yes or No. I would like to be able to use this as a response measure by my team and
Faster and simpler way to create internal tickets.
My question is: Is there any way to create internal tickets, without having to navigate through the services catalog and filling the forms?
Enable Mail Fetching on Test Environment
We have a test environment set up for ServiceDesk. This is so we can do the obvious testing of anything new in the updates or any big scripts/functions we'd like to use on our production version. I've created an account in AD and assigned it a 365 G1
CAN'T ACCESS TICKETING TOOL
Dears, I'm unable to access my ticketing portal, can someone please help us get back it. below is the error i'm getting.
Error: EWS message in ServiceDesk Plus (linux)
Good morning, we are testing the ServiceDesk Plus Free Edition system; however, when configuring the "mail server" options, the message "The value indicated for the incomingEwsEmailAddress parameter is not valid" appears. In the configuration we are registering
Report Creation - Changes - Change Requests Pending Approvals
I'm looking to create a report of Approvers who have yet to respond to an approval request. How would I go about doing this?
[Security advisory] Vulnerability in ServiceDesk Plus versions 11005 and above
Hi there, This is a security advisory regarding a possible authentication bypass vulnerability in a few REST API URLs in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus (all editions) with version 11005
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