[Term of the Day]: Edge Computing
Term of the Day “Edge Computing” Definition — What is Edge Computing? Edge Computing is an emerging technology that is currently receiving vast amounts of attention in the IT sector. This technology is the next evolution of Cloud Computing, the
Custom script to create task in JIRA from business rule
I have created a business rule to create a task in JIRA whenever an issue is created in SD+. I would like to create the script either in Python or PowerShell. So far, I have a simple python script that should just execute and call the JIRA API, at this point just for testing it looks like this: import sys import json import requests import zipfile import tkinter from tkinter import messagebox #response = requests.get('https://xxx.atlassian.net/rest/api/2/project/proj1,auth=('xxx@xxx.com', 'pw'))
Custom Dynamic Groups in Assets
We recently upgraded to the latest version of ServiceDesk Plus and I thought there was a way to create a custom dynamic group based on the Asset Name. i.e. LTTR, LTAC to auto assign to a group. This would create savings in time then manually assigning
[Term of the Day]: Piconet
Term of the Day "Piconet" Definition — What is Piconet? Piconet, meaning tiny network, also known as Bluetooth personal area network, is a network that is created using a wireless Bluetooth connection. Communication of bluetooth devices follow a master-slave
Automatic Task with Request
Hi, I have some task connected to request. I wonder is this possible to automaticly fill task description based on request descriptiom. e.g. - New ewployee. Someone sen to me request for mew employee with name and position. This request generate task named - Add to AD I wish that in this Task description i will have Name and Position of new user.
Migrate from Windows 2012R2 to Centos7
Hello, I've been unsuccessfully trying to migrate SDP from W2012 to Centos7. I've installed same version on Centos as I have on Windows (9335), also followed guide how to migrate from Win to Lin (trimmed backup, folders copy, etc..). No matter what I
Why longtodate(no1.notificationdate) doesn't it work in the query below?
Hello, Why longtodate(no1.notificationdate) doesn't it work in the query below? I need use to_char to convert long to date, because the longtodate function not work. SELECT wo.WORKORDERID "Chamado", aau.FIRST_NAME "Solicitante", wo.TITLE "Assunto", ti.FIRST_NAME
[Term of the Day]: Cookie
Term of the Day “Cookie” Definition — What is a Cookie? In the world of computer technology, The term "Cookie" is also called a web cookie, Internet cookie, browser cookie, or HTTP cookie. The cookies were developed for the first time in 1994 by
Email technician group after approval
We're using SDP 11131. We have created a Service Catalog template. We have added the Technician Group field to the template, and set it to a specific group. An approval is required before a tech can pick-up the ticket. Is there a way for the technician
Mail notifications failed
Hello, we have issue with mail notifications upon request receiving via email. I don't receive email as technician nor requester receives confirmation that request is received. SDP is on Centos 7. Version of SDP is 11.1.0 Build 11130 Below is part from
[Term of the Day]: Eavesdropping Attack
Term of the Day "Eavesdropping Attack" Definition — What is Eavesdropping Attack? Eavesdropping attack, also known as network eavesdropping, snooping attack, or sniffing attack, is an electronic attack where digital communications are intercepted
[SDF-60606] Forwarding complete conversation
Hello there, we are working a lot with external contractors. Sometimes we work on a request (including several emails from and to the requesting user) and later we decide to giving to a 3rd party. Is there an option to send them the whole conversation?
[Term of the Day]: Intranet
Term of the Day “Intranet” Definition — What is Intranet? The intranet has been around since the 1990s, in earlier days organizations relied on paper documents and filing cabinets, it was difficult to use electronic file systems wherein Intranet
Database Schmeatic
Is there a place to see the name of all tables and their respective columns?
Can an approver see all requests they have denied and rejected?
Please let me know if this is possible.
Tasks
Hi, everyone. How can I creat workflow with tasks? For example if task status change, change support group.
[SDF-69590] To alter the SLA- Escalation Mail Content
Hi Team, We want to modify the mail content of SLA Escalation matrix so please guide with procedure to alter mail Thanks in Advance!! Regards, Ezhilarasan.
Tag request number to asset
Can i tag request number to assets if someone request for asset
API Rest Upload an attachment within the POST methog (v3)
Hi there, I am trying to upload files in ServeDesk Plus OnPremise Is there any way to do so through API How does the json should look like? I tried something like this, without results, in the documentation does not appear any reference about the POST,
Announcement Security/Limit
Is there a way that you can limit who can post an announcement in the system? Regards
Time Elapsed without stop timer status duration
Hi, I need to report for average time of request between Created Time to Closed Time that exclude: 1- Non-Operational hours 2- Holidays 3- Stop timer status like resolve, on-hold and etc. In my configuration, while a request is waiting for approval,
[Term of the Day]: Data Center Infrastructure Management
Term of the Day “Data Center Infrastructure Management” Definition — What is DCIM? DCIM stands for Data Center Infrastructure Management. DCIM provides enterprise IT teams and administrators with insight into data center performance to ensure everything
How count the licenses for techs
Please can you explain me how exactly were the licenses for the technicians count. E.g. I have a SDP installation with users A, B, C, D, E, F, G,.. etc. Furthermore I have three instances: In the default instance IT Helpdesk - A+B should act as techs,
email settings
Hello There, We have upgraded our Exchange certificate on the previous friday. After that date, we couldn’t reach the cases authomatically on Service Desk Plus. You can find the screenshot related to the problem attached . We are waiting for your su
Email fetching - Attachments and inline images
Hi all, We get the following issue when fetching emails "Exception while extracting attachments and inline images" It stops the mail fetching service. The problem seems related to one email from Microsoft. I deleted that email and mails started to come
Generate a Report of all of a Users actions in Service Desk
Hi, would it be possible to generate a report in Service Desk where all requests that a certain user did some actions (actions that can be seen in the History tab) will be shown? It's like generating a report of a users actions in Service desk.(ex. Adding
After Hours notification rule
Since SDP knows our business hours and our holiday schedule, would it be possible to have a "Acknowledge Requester by email when a new request is received - after hours" notification rule? That would allows us to create a similar template but add text
Can a rejected request be submitted for approval by the system when it is reopened by the requester?
For example: 1. A requester submits a request that gets sent for approval. 2. The request is rejected. 3. The requester re opens and edits the ticket. 4. (Goal: Once submitted, gets sent for approval once again) - I know that a technician can go to the
Search from SDPHow are yur API
Hi Is there a way to either: Search other areas of the organisation from the SDP search, or Search SDP Solutions from other places, such as SharePoint. How open are your APIs? Thanks
[Term of the Day]: Cyberveillance
Term of the Day "Cyberveillance" Definition — What is Cyberveillance? Cyber(sur)veillance refers to monitoring an employee's computer activity both online and offline. This monitoring is typically carried out covertly to decrease or eliminate instances
how can I assign 1 of service Category for limited user ?
i have created 5 service category but 1 category is only for limited user i need to assign.
Can the Service Desk Plus webpage run on https and http at the same time?
Hello, I've been tasked with making our Service Desk Plus system available externally. My question is, If I want the external webpage to be https do I also have to change the internal page (which is using Pass Through Authentication) to https as well?
How do I import an on-prem MESDP backup database file into online MESDP?
Hi Team, I have a backup from an on-prem MESDP instance, I can't get the on-prem MESDP to work so am looking to import the requests and categories from a backup into a hosted MESDP instance. I do not have a CSV export. These are the 2 files in the backup
Escalation notification to MS Teams groups
Hi Is there anyway that escalation notifications (SLA failure type) can be sent to groups in MS Teams? Thanks
CBL for ServiceDesk Plus?
I have inherited our Manage Engine help desk system and need some training with it. What would be the best resource to get the training? I see that Zoho offers training, but is it online, or onsite? I am looking for more online training. Thanks
[DidYouKnow-37] Database Maintenance settings
Database performance is such a critical factor of any application/network. IT organizations are always chasing better performance that involves monitoring, tuning, and improving applications database as a crucial activity. Because of indices and other performance improvements, databases consume a LOT more disk space than what the actual data itself requires. Hence, monitoring the disk usage on the database server is vital to avert application crash or failure and to sustain optimal performance. With
How to view the Help Card when viewing a request?
We are using SDP 11131. We use the Help Cards extensively with our service requests. Is it possible to show/display the Help Card when simply viewing a service request? Currently, it seems the only way to view it is when you are either creating or editing
[Term of the Day]: Release Management
Term of the Day “Release Management” Definition — What is Release Management? In an IT environment Release management is a key part of the overall software lifecycle. It's a business function that maps out every step of the product development
Which instances will be backuped with scheduled backup?
I have set the outgoing mail servers settings in the default IT Helpdesk instance. Than I have activate the Backup scheduler in the ESM directory. The backup runs on the desired time. Q: Since I have more instances which all should be included in the
ADD_ATTACHMENT api request not working
Hi, I'm trying to add an attachment to a support ticket already created. Please see my code below. This is written in PHP and therefore I'm finding it difficult to understand the sample code given in documentation. <?php $fields = array('filename' => 'test_file.pdf;type=application/pdf'); $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, 'http://servicedesk/sdpapi/request/ticketid/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=MY TECHNICIAN KEY'); curl_setopt($ch, CURLOPT_POST, TRUE); curl_setopt($ch,
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