Populate Services Affected basesd upon relationships from Assets Involved
If my assets are somehow connected to a Business Service or an IT-services. Why is there no way to see that in the Problem itself? I need to manually add both Assets and Services Affected instead of SDPlus just readning the CMDB and populating it for
Change automatically status after approval
Hi everyone! I'm working in the lifecycle request and I don't see a way to automate the status change after approval. My customer needs it to make easy the ticket work. They wants change the request status and autoassign a technician if the approval status
How can we create a view of Changes by Implementer or Reviewer?
In the Changes module there is not a filter or column name for Implementer? We need to create some type of view for Technicians who are Implementers. Is this possible? Either in the Changes tab or the Home Page on the Technicians Homepage or a Dashboard
Can Auto Solution Suggestions and/or Zia reply to tickets created via emails?
Can the Auto Suggestion functionality and/or Zia be trained to reply to tickets created via emails? Almost all of our tickets are created via emails from the user community. It would be great if we can train the system to analyze these requests and reply
Assets - Users whose accounts are disabled.
We have noticed that when you disable a user account, their assets become removed from their SD+ user account. Therefore when someone leaves and we disabled their account, and then go to check what assets they need to hand back, we have no record of what
Upcoming Release : Lookup Field Enhancements
Dear users, We are ready to unwrap the upcoming enhancements in Lookup Field. Below is a brief run-through of the same: Lookup Field Enhancements You can now add lookup fields to request templates. To create a lookup field for
How to trigger the Submit for Approval field from a Custom Function/Webhook or Script?
I have a Request Life Cycle where it's possible to press a status transition called "Submit for Approval" in the After section of that transition I want to trigger the Actions->Submit for Approval dialog window automatically. How would I go about doing
All fields register as Username/Password fields?
Since the fix for the Edge browsers was released I've started having trouble with Bitwarden Extension instead. On all selectable fields in a Request it thinks that they are Password or Username fields
Requester allowed to view - need report
Hi ALL We use SDP 14840 with MS SQL DB I need report about data of setting "Requester allowed to view" of each user - how to ?
Incident Templates using incorrect template
We have a few incident templates in our system with the following labels: System Incident Cyber Incident Data Incident We have recently come to realise that all our system incident tickets are showing the "Cyber Incident" template in the Template field
Hiding additional Change Role field on Technician form
Good day, We have introduced an additional role called "Change Administrator". Yet this field is pre-filled, and should not be visible for the technician. I've tried the following, but all do not hide the field: CS.hideFields(["Change Administrator"]);
ServiceDesk Plus
Hello, We would like to run reports, sorted by technician, of open tickets (incidents and requests) that a technician has had assigned to them for over 3, 7, and 14 days. Three separate reports would be fine. Is there an existing report template in ServiceDesk
Survey
Hello, We would like to have your opinion on the use of the satisfaction survey please? In fact, the button for the survey is located below the resolution or notification email of the resolution of the ticket. So, the requester can take the survey but
Masterclass 2025: Episode 1 - Getting started with ServiceDesk Plus [Feb 27]
Hi there, We are excited to invite you and your team to Masterclass 2025. This series offers free monthly training sessions to help you get the most out of ServiceDesk Plus. Each episode focuses on a specific module and provides in-depth training on configurations,
Reference Entity field (user) doesn't retrieve name in script
I posted about this before but the issue seemed to disappear so i deleted the thread. However, it seems to have returned.. Build: 14930 We have created an additional incident field which pulls from the User's entity with "Primary email IS NOT empty" criteria.
Change site name - how to?
Hi ALL. We use SDP 14840 with AD sync. Currently Requester's site name is syncing from AD (field name = office). Site Manager has access to all Requests of own Site. Sometime we need rename Site. We do all changes in AD side and after some time new data
How to edit relationship attributes
Hello dear forum :) We are using licensed servicedesk standard for years now. At the moment I got a test license for Servicedesk cmdb to be able to document our a IT services. I did some testing. I created a new CI item and also some relationship attributes.
ServiceDesk Plus Notification for Ageing Tickets >15 Days
Hi Team, Is there a way we can have this feature in ServiceDesk Plus? Either: 1. Each of our Technicians will receive a report on a weekly basis that says "Hey, this ticket is more than 15 days. Please check." and there is a table or ticket numbers displayed
Can't edit software license in ServideDesk Plus
Hello, we are trying to edit a software's licence in Service Desk Plus, but it has expired, but when we click on edit the page goes blank and doesn't show anything. What could be causing this?
Connector port 24 does not exist in Stage_Close_6_6 statement
Dear team, I am encountering an issue in the workflow configuration where a connector is referencing 'Port 24,' which does not exist in the 'Stage_Close_6_6' statement. I’ve reviewed the workflow but couldn’t locate or resolve the error. Could you please
Great ideas to get ahead of ServiceDesk Plus!
You must know SharePoint. This software has an internal social network that helps organizations to manage their internal communications, information and programs more easily. It will be great if ServiceDesk Plus is equipped with internal social networking
Report on ServiceDesk Plus App Usage
Hi, Would it be possible to generate a report on the usage of the ServiceDesk Plus app? We would like to see which users log in, how frequently they do so, and, if possible, the number of tickets they create or edit within the app. Best regards, Ras
Query for asset state change in last week
Hi, I am looking for a query report, where I can check which assets state were changed from In Store to In Use in last one week or last one month? Thanks!
Maintenance Reports
Hello, I need to have reports of the maintenance tasks that have been performed and also of the ones that are schedule (for example for the next month or year), but in the reports I can't find any report template related to Maintenance. How can I get
Resizable States in Request Life Cycle
Please let me make states bigger with more connection points
Obligation de réponse d'une enquête (survey)
Bonjour à tous, Je souhaiterais savoir s'il est possible d'obliger le demandeur d'un service que le fichier ne soit pas fermé si le demandeur ne répond pas à l'enquête? Après la résolution, l'utlisateur doit répondre à l'enquête pour pouvoir fermer le
Service Request Quantities
Hi team, Im currently revising a number of our templates starting with service requests. Once thing we would like to be able to do is allow our users to raise a single request for multiple items in our catalogue (i.e. 5x Visio licenses or 10x Laptops),
[Free webinar] How to design the perfect SLA, SLO, and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
Add or hide additional fields in tasks
Seems like additional fields have recently been added to tasks, which is great! The problem is that these fields show up on every task, regardless of the task template used. I would like to either add an additional field to a specific task, or hide the
First Call Resolution Feature Proto Type
Hi All, We have come up with a proto type on the First Call resolution feature and we would like to validate our idea with the real world use case of our customers. So please share your thoughts on the below idea on FCR. FCR : FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact. Benefits of FCR : * Could be one of the metric to gauge the Technicians knowledge / Skill / Expertise. * Could
Case synchronization between ME SD and third party tools
Dear Guru, I would be very grateful if you would be kind enough to help us with two questions: 1. The synchronization between two systems. We use two systems as Incident Management and Change Management: - Case Management - Service Desk (Manage Engine)
Request Timer Actions - Additional Date Field - Trigger Email
Hi, We have an Additional Field - Deadline date, this separate deadline to the SLA Due Date, so I can't use SLA alerts. I need to trigger an email 7 days before the set Deadline Date on the template. I've configured a Request Timer Action - After Rule
how to email tech when request is resolved or closed
Does anyone know how to enable Service Desk to email all techs when request is resolved or closed
Build 14930 - Additional Field "Allow numbers only" validation failing due to leading zeroes
We use an additional field for inputting employee IDs. Those IDs are a fixed length with leading zeroes. We have never had an issue using the "Allow numbers only" validation for this field, as all of the individual characters in an employee ID are numbers.
Gestion des Problèmes
Bonjour à tous, Je souhaiterais savoir s'il est possible d'exporter ou de récupérer les catégories associées aux problèmes sur servicedesk plus s'il vous plaît? Nous souhaiterions récupérer les informations suivantes : - Categorie - Sous-categorie - Element
Left requests panel refresh bug
Since about 2-3 updates ago, when viewing a request, the list of requests on the left hand side is not being refreshed anymore. I always had the refresh set to the following and both, the main list of requests were refreshed every 3 minutes and the list
Cannot Find Email Template for Incident Status Change
I am looking for the template that notifies the technician of an incident change of status. I lave looked all through Automation > Notification Rules and just cannot seem to find it. I know I have modified it before but I cannot find it now. Can someone
Search Additional Fields across Multiple Templates
Hi All, Common Fields in Service Desk are the ones that can be used in multiple Forms/Templates and so I was wondering if there was any way to search what fields are used in what Template. For Example: Let's say that a Common Field such as 'First Name'
Due date
Hello everyone, I have two questions about the use of due dates and actual end dates please? 1/ Is it possible on Servicedesk if the requester sends an email with a copy of the service email address and the due date is automatically retrieved in the system?
Change approval history
Hello. I am just starting to use the Change Module and am having some problems finding the correct information in the history, specifically approvals. In the approval summary, it doesn't appear to list who did the approving. In my example below, I have
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