"User does not have sufficient privilege" - opening attachments
Hi there, We have had a workflow process in place for the past 12 months were users are asked to approve a payment based off an invoice, over the last couple of days, users have been reporting an issue when trying to open an invoice attached within an
[Term of the Day]: Cron
Term of the Day "Cron" Definition — What is Piconet? A Cron, also known as Cron Job or Cron Tasks, is a classic utility found on Unix based machines to perform periodic or repeated tasks at the designated times. The name Cron originates from Chronos,
Lower Level Technician
Good Evening All! I have a new employee starting in a few weeks, I had one till recently and I have learned I want/need to make some changes to HelpDesk to better handle monitoring the new employee. I set up a pretty rudimentary resolution, "Resolved
Assets in Microsoft Azure
Hi, How can I automatically discover assets that I have in Microsoft Azure such as users, databases, virtual machines, etc. in the service desk plus on premise? Thanks.
How to track software licenses
Is any one using the Software Licensing function of SD Plus? I tried using it a while back unsuccessfully. It started with the Purchasing module and found that I could not add the application unless they had been already installed and scanned (not possible
Service Templates: Approval process
We have several service templates where a user submits a form to be reviewed and vetted by multiple people across the organization (ie: CIO, CFO, CTO, etc..). This group of individuals review and add comments to the request to be modified or to proceed. For example, our legal analyst may provide feedback - via the approval screen -- to amend some of language on a contract. She will input her feedback in the approval secant and 'deny' the change. The issue is that the request isn't necessarily dead
Assets Module > Software and License Management Best Practices
Hi, I've been working in our ServiceDesk system trying to get the software licensing to a point where we can use it for better management of the licenses in the environment. Spreadsheets and the like are still in use, because of speed and efficiency.
Approvals and Tasks over REST API V2 Calls
I have gone over the documentation located at https://help.servicedeskplus.com/api A few times, and I can't seem to find any calls for working with Approvals or Tasks using the REST API call. Was this ever implemented in the Version 2 API? Is is possible even if it isn't in the documentation?
[Term of the Day]: Keyloggers
Term of the Day “Keyloggers” Definition — What is Keyloggers? Keyloggers are also known as keystroke loggers. This is a program that runs all the time on your computer from the minute that you start it up. It is a technology that records every
How can I adjust the column width in a table to improve overall formatting
Right now you cannot set column width and depending on how much text you have in one field it impacts the size of other columns and may wrap text that throws off the overall look of the table. How can I prevent that from happening? Please advise Todd
SSL generation / Path to web server
It is required to check the domain by placing a txt file. where do you need to mark this file?
Manual backup failing
Hi, hoping someone can assist with this... Currently running v9.4 Build 9425 and looking to upgrade to latest (via the upgrade path). Just trying to do an initial backup before the first upgrade and it is failing... This is the backup log file... Exception
Request additional field in RLC
Hi, I want to define Request Life Cycle (RLC) for specific service catalog that include some additional field. Now i want to mandate my additional field in some stage. Also I want to set criteria by my additional field to run custom function(Deluge).
[SDF-92116] restriction of Schedule Start Time
Hi, Few days back i got the below script from "Dinesh Bhaskaran" to restrict to raise a CR within 12 hours of the “Schedule Start Time” now I also want add another restriction of "Schedule Start Time" should be > "System date" in the same script. Please
Automated Followups
My staff often have a lot of tickets awaiting the customer's response. Often, customers' simply ignore or forget about the ticket and my staff spend all day, everyday trying to get feedback from these customers by manually responding to each ticket. I wonder if there is a way whereby the system can see a particular status and then ping the customer once every 2 days requesting a response, then mark the request Resolved on the third day.
Filtering in Contracts module
Is it possible to save the selected filter in the Contracts module like it does in the Requests module? We always want to view our Open Contracts by default, but every time we set it to that it reverts to All Contracts after leaving/re-entering the Contracts tab. Even if it was an under-the-hood change that would work for us.
Report with all computers & assests of a user
Hello, how can i create a report which lists all computers and assests of a single user? I only managed to create a report with "All Computers" or "All Assets". But i want them all in one report. How can i combine this into one document? Thanks.
Port Need to open at client system
Hi Support. I need to know which port do I need to open in my client machine in order to agent communicate with server. Currently If my windows firewall off the server will detect my client if windows firewall On it will not detect my client. Do I need
Set "group" field while reopen the request
Hi, I want to set "group" field when the request is reopened. How can i configure this?
Upgrade to 11133 failed
Hi Upgraded our SDP test server from 11129 to 11133 and now no AD logins work. All report "Wrong login". The logs says "Wrong password" but the same login work on production server. SSO is not enabled only Active Directory sync. I have no problem logon
Association of the user with the site through the mail domain name
Hi I can not understand. How to automatically link a new user to the site? based on mail domain? thanks
Menton option in request's note and work log
Hi, Do you have any option to use @mention user in request's note or request's work logs? What should I do?
[Security advisory] Authentication bypass vulnerability in ServiceDesk Plus build 10511 to 11133
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus version 10511 to 11133 who have enabled SAML authentication
Black request form - requester name to "logged in user" by default for technican view
We are running 9304 build. When the user is try to submit the request using incident template. There is requester name field on mandatory. I believe it was automatically filled with the logged in user's detail (normal user or technician state was not matter) . However, this dose not happening any more and user must select self from large dropdown list. 99% of case the request is coming from logged in user and vary rare to use on behalf type request. How can we automatically fill requester
Incident Templates - Adding tasks to work flow
We are using ServiceDesk 11.1 Build 11121 with MS SQL. I noticed you can no longer simply add a task to a incident template work flow. You have to add a task template, which is going cause a clutter of task templates that will need to be periodically cleaned
[Term of the Day]: Network Topology
Term of the Day "Network Topology" Definition — What is Network Topology? Network topology describes the physical and logical relationship of network devices such as switches and routers on a network. This is usually represented by a graph. It determines
[Tips & Tricks] Determine length of a string
There was a requirement from a user to define the minimum and maximum string (value) length a user can put into an additional field. The requirement is that when a user puts in a value lesser than the minimum length and greater than the maximum length
Ressigned tickets
Hi Is there a report which shows who has reassigned a ticket & when? Something like Request ID > Queue > Subject > Previous Tech > Current Tech > Operation Time (of reassignment) This is on a MS-SQL database Version 11.1.0 Build 11131 Trying to report
[SDF-92410] Deactivating requesters
Is there a way I can deactivate a requester without actually deleting them completely? I don't see this option.
Query for Incidents older than 2 weeks.
We need a list of all Tickets which are not solved or closed but older than two weeks from time of creation. ServiceDesk Plus Version: 11.0 Build 11007 Database: PostgreSQL
Asset Explorer Queries Needed
MS SQL Server being used. I need a query that will return an integer. I need all of the workstations that are not like %ThinkCentre% and assigned to these 4 departments. 'Inventory 1' 'Inventory 2' 'Inventory 3' 'Inventory 4' I just need it to return
[Free E-book] 6 help desk hacks to reduce your ticket volume
An ever-increasing pile of IT tickets can be intimidating for any service desk. Regardless of whether these tickets were created over time or were the result of a massive outage, our list of curated hacks can help you reduce your ticket volume.
[SDF-91839] Two different date formats - same exact date parameter used
HI I am sending an alert via a custom trigger but my technicians are sometimes getting two different date formats...why? and how can I fix this? See attached pic This is from the exact same trigger with the exact same parameter with two differnt results
Theme Customization - Color for Hover Tab text
The "Hover tab" in the custom colors for the theme settings should have an option to change its text. By default its white, so if I want a light/white background for the hover tab, it doesn't show.
Common table expression
In PostgresSQL (PGADMIN) I can use ctes (common table expression or with) to create "virtual" tables for use in selects using more advanced filters, if we can say so. I tried to use this on servicedesk plus and I couldn't. I would need to filter the column
How to add multiple and identical POs?
HI, I'm trying ServiceDesk Plus before purchase a license. I am trying with some data on my company and I have 13 budgets exactly the same but with different billing info and those budgets are very detailed. Here an example to better understand: Budget
BCC field for Announcements
Howdy, We would like to send emails to our customers with the announcement feature however, we have 950+ customers and sending that many emails To: or CC: can get ugly if someone wants to "Reply All" Chris
Close requests via emal.
I've configured SDP to Send and Receive email. SDP is able to create and route new request via email(Using business rule). Is it possible to close tickets same way? I am looking for a solution that would create a request if a alarm is raised on the monitoring
[Community Digest] ServiceDesk Plus - December 2020
To all our esteemed community users, we wholeheartedly thank you for all your support and valuable interactions in 2020. In this New Year 2021, we wish you Prosperity and Good health! Here is the monthly rewind for December 2020! Version and Build releases:
REST API with PowerShell
Hi Everyone, I have noticed several questions around REST APIs for Service Desk Plus on the forums, and some vague answers. I have been using the REST APIs as part of a daily PowerShell workflow for some time, and I thought I would post my PowerShell functions with the hope of helping others through an example. Please keep in mind that these are very basic functions, and they are not intended to be a one-size-fits-all module. So please modify to meet your needs, and feel free to post your changes
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