Custom Trigger Not Firing on Edit
I have created a custom trigger and set it to run "When a Request is created and edited" and when a ticket is created, runs without issue. But if I edit the ticket (change a drop-down or edit the description) nothing happens. The history page shows
[Term of the Day]: System Hardening
Term of the Day “System Hardening” Definition — What is a System Hardening? The term System Hardening is the practice of securing a system connected to the network by reducing its attack surface. As the number of cyberattacks targeting computers
Preventing blank schedule reports when data is not available
Requirement : I need to send emails to the technicians at the end of everyday listing the number of tickets that are open and on hold for them ( if any ) till the current day. My approach : Create scheduled daily reports for all technicians with filters as request status = open/onhold and technician = technician name. Now whenever their are no tickets open/onhold for that technician , a blank email will go to him. How do i prevent this from happening? I have seen other people posting on this
Extra Key Found in JSON
We have found that when I'm editing some service catalog templates that I receive a "Extra key found in JSON" error. I have traced it to editing the "Urgency" field.
[Term of the Day]: Scrum
Term of the Day "Scrum" What is Scrum? Scrum is a process framework that is framed within the agile methodology that emphasizes teamwork, accountability and iterative progress toward a well-defined goal. In software development teams, scrum can help
[Community Digest] ServiceDesk Plus - May 2021
Here is the monthly rewind for May 2021! Version and Build releases: 11203 (Released on 4 May 2021) 11204 (Released on 26 May 2021) Check our ReadME article for more details. Product Highlights: Behavior Changes : SD-94092: $Recommend_Template_Link
HRM feature
do we have this resourse management feature on Serviceddesk plus 11.2 standard version?
[SD-84669] Draft Replies - cursor moves/text no longer types when saving
When a reply is saved as draft and the green "Draft Saved" box appears over the text the cursor for some jumps back to the start or the remaining typed text is not received. Running SDP 11139. Affected users are Win 10 with latest Edge or Chrome. Doesn't
Custom Columns per View
Is it possible to have custom columns on a per view basis. For example, under the Open and Unassigned I want these 5 columns but when I switch to a custom view I want these additional columns? I've tried it but the columns stay no matter what view I'm
[SOLVED] Error when generating reports
Hi Guys, I am getting the below error when i try to generate any reports am not sure what could be the problem any help will be much appreciated. Regards,
[SD-95451]filter
Recently updated SDP+ to latest version. Lot's of assets have additional fields and we can't search on them in de regular searchfield. So i go to the category, like simcard. Normaly i use a filter for field 'simcard number", but since that field is grayed
Get Data from body of Ticket Busness Rule
Hi, We have introduced a system that generates tickets into Service Desk. Unfortunately the system that generates them can only put the username that the ticket is coming from in the body of the emailed in ticket. The ticket will look like this. You can
Tying an Application/Vendor to a CMDB Server
I am looking for a way to tie a server to a primary application. for example, let's say we have servers: server1db, server2db, server1app, server2app. I'd like to define ApplicationX with details such as vendor, etc then assign that application to the
How to update to an CI attribute using api on a newly added device.
Hi, I am trying to update some attribute in cmdb CI using API. I am not able to update when the server is newly added from scan. However, if i manually edit the server, simply edit something and save it, then I can update using API as usual. Appreciate
[SOLVED] [SD-94099]Sites no longer in alphabetical order after 11201 update
After the update to 11.2 build 11201, the "Sites" and "Groups" drop downs are no longer in alphabetical order. No other drop down appear to be affected.
How to restore a deleted Asset?
The symbol for deleting an Asset is a Trashcan, and a Trashcan in Computer-lingo usually means one can recover items from it. How do I recover Assets from the Trashcan and how long does the Trashcan save Assets?
Answers to request
11205 Not displayed answers to request. The answer is displayed on behalf of SD if SD is indicated in the copy. If you specify only the author of the request, the response will not be displayed in the request. The response from the author of the request
Mandate Field in Change Module
Hello, I'm looking at a way to mandate a the 'Outage' field in the planning stage. Any ideas?
[Blog] Best practices to write knowledge articles
Knowledge articles play a crucial role and remain as the backbone of every successful organization that provides great customer service. When users have a question that can range from solutions to common issues, product or feature documentation, answers
[Term of the Day]: Steganography
Term of the Day “Steganography” Definition — What is a Steganography? The term Steganography is the technique of sending data in a concealed format so the very fact of sending the data is disguised. In the context of computer science, it refers
Add a Router or Switch CI via API
Hello. I've used the below code to add a CI item. How would I use the API to add a Router CI - including host name, IP address, Site, and other parameters? I'd also need to set the SNMP credentials used to scan the IP address, via the API. The plan is
Request custom function - can it change request?
I am trying to do lifecycle query preprocessing using a "request custom function": I receive a request through the "get" ( positionJson = requestObj.get("item"); ). I process and do "put" ( positionJson.put(positionJson); ). If I repeat now "get" - data
Preventive Maintenance Tasks - Periodic Scheduling
Hi, I'm trying to configure the Preventive Maintenance Tasks using the periodic scheduling. In a scenario where there is a task with 30 days, and for some reason I need to activate it earlier, the 30 days do not start counting from that time, but from
[Term of the Day]: AES
Term of the Day "Advanced Encryption Standard" What is AES? AES, which stands for Advanced Encryption Standard is a cryptographic cipher that refers to the process of concealing electronic data with a block length of 128-bit and key lengths of 128,
About license renewal
After renewing the license, the technician was changed from 100 to 5. Is it possible to update with the same number of technician as last year?
Office 365 Licenses
How are users managing their Office 365 licenses in ServiceDesk Plus?
[QUIZ- 2]: Handling Emergency Changes
We are excited to bring our quiz activity for the recently held virtual meetup session on handling Emergency Changes. You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity for the Free Training
Security Warning
Hi there, how do we stop the below warning, we will not be enabling some of these features but cannot have this warning on at all times.
Installing new version and register it using old license
Rather than updating old version i want to install new version of service desk plus and register it using old license i am using on old version. is it possible ?
ServiceDesk Plus 11200 Released !
Dear Users, ServiceDesk Plus version 11200 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Here's a list of the new features and enhancements that are available in the latest
What's different between Service Desk Plus and Service Desk Plus MSP ?
Hello, What's different between Service Desk and Service Desk MSP versions ? I had seen only one things, MSP version work better than non-MSP version because MSP version has better cache params. But even so MSP version is faster than non-MSP version,
WorkLog
Hi! How can I uncheck Include non operational hours. Since it is constantly required to uncheck this option. Make this option empty by default
[Term of the Day]: Primary Key
Term of the Day “Primary Key” Definition — What is a Primary Key? In the context of a relational database, a Primary Key is used as a unique identifier to quickly parse data within the table. None of the fields that are part of the primary key can
I'd like Due By Date to reflect what the user enters, but only if it is 5 days or greater.
Hi folks, I'd like to know how you effectively handle Due-By Dates. We use our SLAs to both provide an agreement to the requester so that the user can plan accordingly. Additionally, the SLA also acts as a "buffer" between the requester and the technician
Reg : Issue with inline images in recent builds of SDP
Many of the customer's would have reported missing images in description, resolution, notes etc... after moving to version 11138 and above. This is a product issue which we have identified and released a couple of patch's yesterday. The details are as
[Term of the Day]: Concatenation
Term of the Day "Concatenation" What is Concatenation? Concatenation, also known as string concatenation, is a string operator that joins multiple text, string or other data together in a series without any gaps in a program to make a new text string.
LDAP duplicate sync after server update to the latest version
Hi friendly ServiceDesk community. We run our ServiceDesk Plus on Cent OS6. We do user sync via LDAP. We recently encountered a known bug with the older version and I had to update the server to the latest version 11.2 Build 11203. After the update all
[SOLVED] "SD-80460" SCCM integration no software found and Scanning in progress and
Hi, has anybody gotten the SCCM integration to find software installed on the pcs? The hardware import works nicely for us - but no software is found Thanks Michael
SurveyLink
Hi Community Has anyone been able to make use of survey link on their closed template. We are having an issue where the link returns a 404 error (Not Found). Just wanna know if any one else has this problem or if they have fixed it ? Our ticket is sitting
[Term of the Day]: Endpoint Detection and Response
Term of the Day “Endpoint Detection and Response” Definition — What is EDR? Endpoint Detection and Response (EDR) is the latest trending security solution in the world of cybersecurity. EDR focuses on securing a network and enhancing connected endpoints’
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