How to filter requests based on modification date using REST API
Hello, I want to filter requests based on modification date using REST API. For example ,I want filer request which modified after specific time. How can i do this operation using REST API? Thanks
change management and editing the form data
My client is working with change management. We've added a custom field "Session ID" to the template for the change. Their business process is that the Session ID field isn't filled out until the change is nearly completed. The problem is that even though
Cannot close requests for specific requestors
We have three contractors who are part of our team. When any of them open a request, we are unable to close it. When we enter the information on the Resolution tab and click Save, it simply clocks forever. We can close the request by selecting it in
Disallow requesters to reopen request by answering email
Hi, How can i disable the option requesters have that reopens a request when they apply to the email sent when closing a call? Thanks, David
Unable to run Query
Good Morning I have upgraded our version of ServiceDesk from 10017 to 11100 and am unable to run some of my reports anymore. The one below is for our HD Productivity - Today report that was created. We are on PQSQL. Thank You select DISTINCT(re.first_name)
Response to public and private requests
When you send a reply to a ticket, it is marked as public (green padlock) or private (red), could you tell me how these requests are created, are they random or do they depend on some kind of configuration? Thanks
Restrict Technician access by Site
Dears, I have created two Sites X& Y and assigned specific Technicians to provide support only to requests coming from a SITE X only via support groups. However, if the technician clicks on the dashboard, he can still view the requests of site Y. Further
a requester and an editor should edit ticket and notify approvers only once
Good day, we want to communicate an employee entry via the ServiceDesk. The requester and the editor should be able to check off a checklist, in the form of resource information, with the onboarding tasks. However, all department heads in the company
Annoying system update bubble
How do i turn off the System Update notification bubble? It comes up but when i click on it i get an error proxy error (we don't use a proxy server).
Actions options
Hi, after upgrade, SDP to the latest builds 11138 the option under action not available ( change request from service to incident or incident to service) where can find this option please.
Critical : Error while invoking backup
Hi, We have received the following alert for our ServiceDesk and would like some assistance please: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance
[SDF-66541] Add requests shared with me to my custom view. Is it possible?
I have a custom view showing all my open and on hold tickets assigned to me. Is there a way to also add any open and on hold tickets shared with me to this custom list? I know there is a default view that has "Requests Shared with Me", but I would like
[SOLVED] SDP Catalog
Hello to all, is it possible to unified Service Catalog (incidents and service requests) at portal? We would like to show all catalog at same page. https://servicedesktest.com/Templates.do?module=incident https://servicedesktest.com/Templates.do?module=serviceRequest Thanks in advance
[SDF-92722] Asset Import Log
Where can I look to find .csv import history for assets? I'm trying to troubleshoot an issue of imports not going in and I need to find out if it's user error or system error first. But right now I can't find a way to see when a .csv import has been performed
Actual Time Spent in report or zoho report
In servicedesk plus. I would like to know if there is a way to make a report with the actual time spent on the requests. Could this field be used in zoho report?
[SDF-92713] Modbus Protocol
Hi, Many infrastructure devices of data centers such as UPS, chillers, diesel generators, electrical panels, etc. support the modbus protocol and because they are industrial equipment, they do not normally support the SNMP protocol. These devices have
[SDF-92712] Number of attachment limit warning
Hi, Recently we came across an issue where a user couldn't amend or save a purchase order in Asset Explorer, turned out that there was a hidden limit to the number of attachments allowed in a PO (50?) Although a lot of it will be down to user training,
Floating Toolbar: System Log
Small feature request to include a floating toolbar or the ability to move between pages at the bottom of the page:
How to prevent change request status to resolve when the task is open.
Hi, I added 5 tasks under on Request. How to force technician to complete their tasks and after that can change request status to resolved? in my situation, technician bypass the workflow and without update the tasks, change the request status to resolve.
Ticket differentiating
there will be a situation where the ticket will be owned by one function and they will be requesting other function for some log/trace or other task to carry further analysis/troubleshooting for that incident For the above scenario is there any possibility
How to automatically close requests that are in note word "closed" ?
For example, I have a ticket. I add a note with the text closed. I want the status of the application to change to closed. SmallBestOriginalRemove
Reporting on specific field changes
Is there a report, or a way to make a report that will show me tickets that have had specific fields changed? I'm looking to find tickets that have had their ResponseDueBy Time, and DueBy Date changed as well as who performed this change and when. The
How to change HH Format in Calendar
How can I change the (hh) format shown in a calendar field? For example instead of 16 being an option, I would like for it to be 4 PM. (this is more understandable for our users)
[Term of the Day]: Green Computing
Term of the Day "Green Computing" Definition — What is Green Computing? Green Computing, also known as Green IT is the study and the efficient use of eco-friendly computing technology. It is unfortunate that IT is responsible for about 17% of the
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)? Its possible?
Request Notes V3 API Changes
Dear users, We would like to inform you that we have made some notable changes to the V3 API format for Request Notes. What's changing As a part of this change, we are renaming the request_note entity as note. The entity attributes created_by and
SLA Escalation matrix
Hi Team, In our manageengine test environment we tried configuring a escalation mail upon SLA breach I configured... time interval of one minute between escalation hierarachy but I got mail after 4 hrs that too all the 4 levels of escalation mail got
Security Warning: Default credentials not reset
Hi, I am getting this message every time, even when the administrator and guest passwords have been changed and also the Backup Scheduling encryption password. Please advise.
Survey
Hi. I want to create survey, with several questions. But each question must have different answers. How can I create different answers for the questions? Thanks in advance.
Comment in request
Hi, For requests that process between multiple support group, we need to comment section and @mention to add technicians conversation and comments. Can you add this feature to SDP? SDP v11.1.35 DB MS SQL Thanks for helping
Technician Group Chat between two or more technician on a request
Hi, Already when two technician open same request, SDP provide option for group chat between technicians that open request. It's very good option, but this chat converstation not archive in request. 1. What should I do to archive or save messages like
Linking Custom Fields - Transferring Data from Request to Change
We are using the ServiceDesk Plus platform to host our Change Control system. Currently, we have custom Requests/Incidents setup for the user to fill out, which triggers the Quality/Technician group to review and escalate by associating a Change to the
Notify support group head when other technician add worklog on request
Hi, Each support group (like Network) has one person as head of group. Head of group (ex: Network) want to notify when another technician add work log or task on same request assign to same group (ex: Network). What should I do? Do you have any solutions?
Expiration date on Announcements
What does everyone do with the expiration date on an Announcement? I assumed it would stop showing on the requester portal on that date, but that doesn't seem to be the case.
[Term of the Day]: Internet of Behaviors
Term of the Day “Internet of Behaviors” Definition — What is an IoB? The Internet of Behaviors aka (IoB) extends from the Internet of Things (IoT). The IoB is a new step in the concept of the Internet of Things. Gote Nyman, a retired Psychology
[SDF-59020] Multiple Reviewers can be selected but the user cannot be saved in the review
When a change is created I can chose multiple reviewers which can be technicians or users, but there isn't an option that multiple users then can create their own review. This way a non-technician can delete the review of a technician. We would like
[SDF-70613] Allow Project and Milestone Status to be updated from the list view like task status
Our project managers would love to be able to update the status of a milestone from the list view.
[SDF-85958] Initiate group chat by collaborators that work on request once others aren't viewing a request
Hi, I want to initiate group chat by collaborators that work on request once others aren't viewing a request. In my scenario, some technicians work on a request simultaneously, but may open another request. In this situation, technician should be open
Access to request that created by technician once the request is not within his/her scope
Hi, In my scenario, John is member of Network support group. He allow to view or action on requests that related to his group. Now he want to create request on be half of his boss because his boss is busy. Do you have any solution to view and track requests
No new orders after update 11.1 compilation 11138
Hello I have a problem with ServiceDesk after an update, it stopped creating new orders submitted by email. Requests created through the web portal are set up correctly and I get all notifications by email.
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