Approval Process
We are currently testing out the approval workflow and I have a few questions. Can an approver reject a request and then send that request back to the requester to edit? Are approvers able to edit a request that a requester has sent for approval? For
work logged on task does not appear on time spent reports
Good morning, We have just upgraded to SDP 8.2.0 build 8204. We can now log time against a task as well as being able to log time against a request. When we log time under the work log tab of a task, it also appears in the work log section of the request. This is great however time logged against a task does not appear on time spent reports. Time logged against the request (tasks tab) does appear on the reports but not if logged within the task. Please see attachment or image below for screenshots
Forward a ticket automatically to an email-adres
Hi, Our users create a ticket in Servicedesk with certain things we disacussed on forehand. Like when the subjectline contains ERP the ticket is set to the right technician, the rpiority is set, etc etc. This is done with a business rule and works fine.
report required
Hi appreciate if anyone could assist in creating the following reports in ServiceDesk Plus v11.1.0 Build 11128 1/ Weekly report How many new tickets sill open for the week and how many tickets still opened that were carried forward from previous week
How add an expired acquire order of some asset
Hi, we are try-ing to populate the Asset Explorer with the actual buy order of our assets. My goal was to try to insert an order of 5 august, that about in 10 day was approved and in september the assets was delivered. So I start to insert the PO order
[Term of the Day]: Bespoke Software
Term of the Day “Bespoke Software” Definition — What is Bespoke Software? Bespoke Software is often called customized or custom-designed or tailor-made software. The term "Bespoke" comes from the United Kingdom where it originally referred to as
Ticket auto-assign on email reply by technician
Hi I would like unassigned tickets to be assigned to the first technician who responds by email. We do a lot of out of hours support where a quick email response is enough to get started, but want the responding tech to have the ticket assigned to it
[SDF-51179] Mandatory fields in CMDB
Can anyone advise whether there is a way to mark fields as mandatory in the CMDB? I am specifically looking to make changes to the Smart Phone CI. Thanks
[Tips & Tricks] QuickLinks within ServiceDesk Plus
One of our customers had come up with a requirement to add quicklinks in ServiceDesk Plus. The reason being that users in his environment access quite a few numbers of sites often, having them as quicklinks in ServiceDesk can be handy and time-saving.
[Term of the Day]: AIX
Term of the Day "Advanced Interactive eXecutive" Definition — What is AIX? AIX, the acronym of Advanced Interactive eXecutive, is a UNIX operating system developed and owned by IBM. Some Linux fans have been known to refer to it as "Ain't UNIX." It
Limit in how many can have a role within a change template
Hi, We use a few roles in our change request template. One of those roles I'm unable to add users to. I know there are alot of users there, probably about 50-60 technicians. The role does however not show those names. And if I try to add user to the role
What role does a user have to have in order to be able to do data imports?
I would like someone on my team to be able to do data imports. What role must they have?
custom schedule added and in database but not in webpage
what stops custom schedules showing in admin page?
How to restart servicedesk without the need to restart server
Hello, We had an issue where we could not log in to our SD. We saw the prompt, but could not log in to access. After a server reboot, we were able to log back in. Is there another way to restart SD without the need to restart the server? IE. is there
Scan Linux server using SNMP
Hi, We are try-ing to use the snmp choice to scan out servers linux, but without many success. After the scan the linux machine was categorized as a "Spectracom NTP" as product name. Same results using Debian Linux or Ubuntu Linux So perhaps is not
assigning requests from one department on one site to another department on another site.
My scenario is that I intend to assign requests from one department on one site to another department on another site. i have 3 sites. How do I redirect requests between sites? I would like to be appreciate, if you could offer me a best practice. Sincerely,
Port issue with mobile app
service desk is hosted on port 8080 and https is enabled. when i am trying to connect the mobile app, it doesnt connect. as soon i enable the ssl the port become 443 so in server field i am trying servername:8080. i even tried with servername and manually
[Term of the Day]: Customer Experience Management
Term of the Day “Customer Experience Management” Definition — What is CEM? Customer Experience Management (CEM) comprises a collection of activities that the company undertakes to provide a personalized and smooth experience to customers. It is
Task worklog not available via API after update to 11.1.0 Build 11128
After updating from build 11116 to 11128 v3 API calls to task worklogs are generating an error on Technician Field. Error JSON {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"field":"TECHNICIAN_KEY","type":"failed","message":"Unknown
Change homepage picture
I would like to know is it possible to change the following image to another image, maybe with a company logo in it or something
Trying to install wildcard certificate
Hi, We're trying to install a wildcard certificate that we already have on other web platforms we have across our business, following a few guides on here which included amending an XML it still hasn't worked. Is there any particular way we can complete
Approval Request Produces Error
Last night I upgraded our site to build 11129. This morning, a user reported not being able to submit a ticket for approval. On his end, when he clicks the "Submit for Approval" link it opens the popup but it's blank. When I do it (as the admin), the
[SDF-28875] SQL results with clickable ticket ID
Hi On some of the reports the results include a clickable/hyperlink to the URL that opens the ticket when you click on it. How can I get that in an SQL query format? So that when I query the servicedesk DB one of the columns has a link to go directly
Report Needed - Request and Task
Hi Is there a way to get a report that shows both the completed requests and completed tasks on the same report?
[Term of the Day]: SOAR - Security Orchestration, Automation and Response
Term of the Day “Security Orchestration, Automation and Response” Definition — What is SOAR? SOAR stands for “Security Orchestration, Automation and Response” it’s the set of technologies that allow businesses to collect security threats (alerts) and
Browser Tab Icon
Hi Can you guys please add the ability to add my custom icon to the BROWSER TITLE. Under Admin, Theme. I see I can now add the custom Title to the browser tab - but I also need to add my icon. Irs great that we can now change the title in the browser
Mass Update JIRA Link
We are in the process of merging two JIRA accounts that our company uses. We would like to be able to mass-update the service desk tickets with JIRA links to the account that is being merged. Is there a way to do this ?
Change: Close tab
Hello, Is it possible to lockdown the close tab at the end of the Change workflow? We don't want the people that generally submit the changes to be able to edit this.
[Term of the Day]: RACI chart
Term of the Day "Responsible Accountable Consulted Informed" Definition — What is RACI chart? A RACI model or matrix, also known as a Responsibility Assignment Matrix (RAM) is a way of defining roles and responsibilities for a specific task or activity.
Auto number a field
Hi, I would like to know if it is possible to set a field to auto numbering (e.g. access tag) with a specific type of rule. For example, 04(Fixed)0001(1st good received in November)20(Year)11(Month). Thank you very much
What is the SQL syntax for this? This week.
HI I am trying to compare data using a servicedesk report and directly from SQL. What is the tsql syntax for this: and wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek>
REST API v1 compared to v3 (for 'Add Change')
We have recently upgraded to 11.1.0 Build 11130. Prior to this update the v1 Change API were working a treat; whilst we were told they would still be supported the API have stoppped working (a seperate support ticket has been logged for this). I've looked
How can a resource be added/updated/deleted without having to go to the service template?
I am trying out the "add resource" feature in a service template and I was wondering if there is a way I can manage the resource(s) without having to go to the actual template. It would be easier to manage all resources in one location than having to
Change asset icon
Hi In Asset Explorer, is there any way to change the shown icon, next to the name of every device ? It seems like it's being added when scanned, but we do have some devices, that are added manually, or the icon is incorrect, and therefore would like to
Restore takes long time.......
restore takes more than 60 minutes, last output of restore.bat: Nov 23, 2020 12:32:14 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer isServerStopped INFORMATION: isServerStopped method returning status ::: true Exception in thread "Thread-5"
[SOLVED] Escape Sequences do not work as intended
Hey there I am trying to add a note to a request via the API: '{base_url}/api/v3/requests/32435/notes'. Headers and Content-Type all set up correctly. When trying to send this input data: { "request_note": { "description": "My Note\nFor you" } } it get
[Term of the Day]: Zero-Day Attack
Term of the Day “Zero-Day Attack” Definition — What is a Zero-Day Attack? A Zero-Day Attack, also known as a zero-day exploit or zero-hour attack. It occurs when hackers exploit a vulnerability in hardware or software or firmware that is unknown
Upgrade assistance and final call to upgrade your ServiceDesk Plus to the latest version
Dear users, Thank you for being a valued customer of ServiceDesk Plus. This post is a kind reminder that our support is not offered to customers with builds more than a year old, according to our support policy. We are pleased to provide upgrade assistance
Service Desk Standard - Server wont start
Fresh install on windows 10. I ran the installer and when I try to start the server it hangs at the very end on Server Started. when I try to pen the web client it reports the server is not running
screening requests to certain people/job titles
Is it possible to hide certain service request types from most users and only show them to certain users? Use case: My client wants User Management (add user, change user, terminate user) service catalog requests to only be visible to Managers.
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