Ticket Conversion has been Removed - Incident to Request and vice versa
This is critical. It disappeared with the last upgrade (we just completed to fix another problem). We get many incidents generated that are in fact service requests. How do we now convert these tickets to the correct "group" after they have been c
[SOLVED] SSL Certificate with subject alternative Name (missing_subjectAltName error)
Hi @all, the newest version of Google Chrome 58 requires that certificates specify the hostname(s) to which they apply in the SubjectAltName field; values in the Subject field will be ignored. The documentation from ME to create selfsigned certs does not take account of that yet. I tried to renew the cert by using the keytool with -ext san=dns:<fqdn> but it does not take effect it seems. Is the build in Java Version supporting that option? Can anybody explain how to fix it? Thanks in advance Christoph
Report : Avg. SLA Response Time by Tech. and Category
i would like to generate a report for Avg. SLA Response / resolution time by tech. and category if that possible also to make it on timeseries chart
Asset Income
Good morning community, I would like to know how to perform a massive update in the ASSETS tab and when entering. Acquisition date : Date of Expiry : Warranty expiration date: So that when entering these fields, it can be updated on all computers with
[SDF-23238] On Hold status change notification
Hello, when i set a request to "On Hold" i can add a date/time when the status should change. Is there a possibility to get a notification at that moment? I didn't find anything so far. Thanks.
Would Like support for Multiple Project Owners
or in lieu of that, a way that multiple people can get a notification of all project updates (without having to make them the owner of the project).
build 11139 Issues - Users / Technicians unable to see and add cab members on change requests
Since upgrading to build 11139 none of the technicians can select cabs or cab members to send approval notifications. Only administrators have that capability. I already have ticket #6713115 open for this ticket, but no one from ServiceDesk support is
Updated query to list technicians in 11129
SELECT AaaUser.USER_ID, AaaUser.FIRST_NAME "FullName", AaaLogin.NAME "LoginName", AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", AaaContactInfo.MOBILE "Mobile", (qd.queuename) "Group" FROM AaaUser
Specific Checklist should be completed in any stage of RLC
Hi, When I create RLC for some service catalog that move between two or three Support Group, I need to mandate specific checklist for every Support Group to move next stage. For example for Hardware group we have Hardware checklist and for Network group
Service Desk Plus Not sending email acknowledgement after forwarding to new Support Queue.
When Mike Sends and email to a support queue abc@email.com , then cc John, John then forwards the email to the correct support queue zyz@email.com. John is not receiving an acknowledgement email. Instead John's email is added to the original ticket Mike
[SDF-50886] Update Task Actual Start / Actual End based on work log entries added: Huge time saver
Request: Update the Task Actual Start Datetime and Actual End Datetime based on the entries added to work log as it happens. This will save critical time so we are not having to update the work log and then go back and also update the task. Overtime
Autofill Requester field
We've used this script jQuery('[data-field=REQUESTER]').val(sdp_user.USERNAME); before we updated, but now it does not autofill the Requester field. Is there any other script we can use? Version : 11.1 Build 11122
Approver Can not view Requester Detail in Approval window
Hi Friends... When a user wants to Approve a Request in Approval Window, he can not view details about Requester in "requester detail" section. There is some Screen Shots in Attachments for help. My SDP Version: 11129 My DB : MSSQLServer
Generate automated follow up e-mail to requester if no recent activity?
Our team faces an issue of requesters raising issues and then abandoning them (i.e. they send a request in, but they never respond to our messages). At present we have a policy that goes like this: Request created Technician acknowledges request If technician
[SD-93086] Problem with attachment
Hello to all, we have detected a problem when we try to duplicate a request with attachment. SDP shows the message "Internal Error". The attachments are in non default path. In log we can see this message: java.io.FileNotFoundException: Source '..\fileAttachments\Request\Feb2021\9104\Barcelona.xlsx'
Add assignment option to reply window for unassigned tickets
Hi, I have an idea for a minor change which I think could add some benefits to make SDP even better. At the moment something I often do is to reply to a unassigned ticket, and use the 'update status request' to mark it as resolved. However I often forget
Python to query all approvers from a service request
Is it possible to query all approvers in a service request from a python script? I'm trying to monitor the approval process to see where it stops. Such as, waiting time since approval email has been sent. However, the json data from apiv3 didn’t include
SLA violate report not tally
Good day, As per title subject, I have 2 report for the SLA violation, 1 is showing as a summary while the other is more detail. Sadly both of them is showing me different info. Summary SELECT pd.PRIORITYNAME AS "Priority", count(wo.WORKORDERID) "Total
[SDF-83346] Script to Search for Duplicate Value
We have a free text field in a request template called "Customer PO". When this field is updated, i'd like to run a script that searches existing requests against this field to display any duplicates. Is it possible to run a search like this via s
report on-demand \ logon time of specialists
Hey! Can you help me? 1. How to make a report on-demand to find out the logon time of specialists. 2. How to make them all log out in the evening if they did not do it themselves.
[Term of the Day]: Quantum Internet
Term of the Day “Quantum Internet” Definition — What is Quantum Internet? The Quantum Internet is a network that will let quantum devices exchange some information within an environment. In the quantum world, data can be encoded in the state of
How to automatically close unanswered tickets
Hi, is there a way to auto-close or resolve those tickets which are in such a "Waiting for User" status with no response by users for some days? Thanks alessandro
SMS Notification Setting Save Error
Hi' I'm tying to configure the sms notification, firs i tried with custom url but it started giving this error The response from the server ajax call is {"response_status":{"messages":[{"type":"failed","message":"Internal server error occurred"}],"status":"failed"}} Thanks
Changing closure code via API
Hi, I've been attempting to edit the closure code via the API, specifically as part of the operation to close a request. What is the proper syntax here? The following does not work, nor does the code posted in a similar question here several years ago.
[Term of the Day]: Normalization
Term of the Day "Normalization" What is Normalization? Normalization is the process of organizing the database structure by splitting up the larger tables into smaller but meaningful tables. This process involves organizing, analyzing, and cleaning
[Community Digest] ServiceDesk Plus - January 2021
Here's the roundup summary for the month of January 2021! Version and Build releases: 11136 (Released on 03rd January 2021) 11137 (Released on 13th January 2021) 11138 (Released on 25th January 2021) Some prominent and most awaited features have been
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus (25th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus. Ensuring that incidents don't affect business operations hinges on timely resolutions aided by incident
What is the purpose of Technician Groups in the Associate Groups to Template section of templates?
Does anyone know what it does when you put a Technician Group in the "Associate Groups to Template" section of a Request Template? I thought maybe it would limit which technicians would see the template when they are creating new incidents but that
Database schema
How do I get a current database schema of SDP? We are using MSSQL.
Prioritisation by Subcat or Item at set up
Hi Would it be feasible to add the option to set a priority against a Subcat or an Item at time of set up? Something like : current.... Item: [text box] Description: [text box] Sub Category: [drop down] Priority: [drop down] Thanks Mark
ServiceDesk iphone App , Login Failed. Technicain Key not generated for the user
What does this error mean ? How do we resolve?
Bulk Incident, Request Close with resolution updated in the resolution tab
Hi Team, One of my client want to close tickets using bulk close option but the resolution is not updated in the resolution tab after closing tickets. Also if i disable " No, don't prompt a message" option under admin>>Incident Management>> Request Closing
Task Reminder
One of the task notification rules is "E-mail the task owner a reminder". When is this reminder supposed to be sent out or is it tied to SLA rules?
[Term of the Day]: Biometric Authentication
Term of the Day “Biometric Authentication” Definition — What is a Biometric Authentication? The term “Biometrics” is derived from the Greek words “bio” (life) and “metrics” (to measure). Automated biometric systems have only become available over
Auto assign requests to one User that are assigned to specific group
Good afternoon! Is it possible via the business rules to have a request automatically be assigned to a User when that request is moved into their group? Or do business rules only apply for new tickets? IE, request comes into the Help Desk queue. This
[Term of the Day]: Boolean Expression
Term of the Day "Boolean Expression" What is Boolean Expression? Boolean expression is a logical statement named after the prominent English mathematician George Boole, that results in a true or false (logical) condition. For example, in the Boolean
Change color on the login page.
The login page seems to be ruled by <div class="loginform" id="loginFormDiv"> We need to change the color of the below. The blue color needs to be changed. Is there anyone that nows how? //Stefan
On Form Change page not loading
This page on SDP will not load (please see attachment). I have cleared my cache, tried other browsers and had two other technicians try this page as well and it is not loading for anyone. Any ideas on what to fix it?
Marking as Resolved
Hi all, I just wanted to check something, i have ticked the option to Close any Resolved requests and set a date of 10 days. I have just checked and I have over 1,000 tickets with the Resolved status that haven't been closed dating back 2019! In the
Sort requests list by two fields
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
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