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.
SQL query to list users / values in manually created user group
Cheers! I am trying to find an easy way to list all values of a manually created user group in servicedesk plus. We created a user group that contains email IDs of various users and used it to limit access to certain request templates. Now I need to
[Term of the Day]: Data Protection Officer (DPO)
Term of the Day "Data Protection Officer" Definition — What is a DPO? A DPO is considered to be an enterprise security role to help an organization to ensure compliance with personal data protection laws such as CCPA, GDPR and PDPA. His primary role
Reports missing since license downgrade
Hello, Since recently downgrading our SDP (10.5 Build 10514) license from Enterprise to Standard, a bunch of reports are now missing from the Reports page. Reapplying the old license makes the reports return again but as soon as the new license is applied
Problem with decimals to convert timespent to hours
Hi! In a custom SQL query, applied the formula to_char(round(((TIMESPENT/1000)/3600),'99.99'), the report display number .00 instead of 0.5 (30 minutes). The field is 1800000, then (1800000/1000)3600 = 0.5 in my calculator :) I tried (TIMESPENT/1000)/3600
Service desk plus not showing reports
Good Day I am failing to generate an asset audit report, I have tried renaming the report folder to report_old but the issue still persists. Message Dear user, Unable to generate the report you have scheduled, So please contact your Administrator [OR]
Query
Hi, Please provide Query for below columns: ID Created Date Request Status Response Time Time Spent By per Technician Time Spent by per Group Total of Time Spent Technician Group Close Date Requester
Number and name of computers on which software X is installed
Hello I would like to have a report that shows me on which PCs the different versions of software are installed. Similar to: SQL2014 PC1 PC2 SQL2016 PC3
Need script
hello i need a script for merging two requests with a common field along with open status
Report about preventive maintenance tasks
Hi team, is it possible to extract a report about preventive maintenance tasks? Thanks in advance
5 technician logins after backup restore
Hi all, My server has broken and I've restored a backup on a new fresh installation. On my old installation I has 5 technician but now the problem is that after restore the backup I have a big message that says: "You have created 5 technician logins,
Scanning Virtual Machines
Hi, When i scan our virtual machines, they come up as CI Type "Windows Server" and Product as "VMware Virtual Platform". See attached. When i click into each one to assign it to someone, it makes me fill out a model type. But, i dont want to fill out
Masterclass: Advanced Series: Session 3 - Learn to build last-mile customizations in ServiceDesk Plus using Deluge (Nov. 30)
In this session of the Masterclass: Advanced Series, we'll take a look at Deluge, ServiceDesk Plus' built-in, next-generation scripting language. You'll learn the fundamentals of programming and developing scripts using Deluge's intuitive and easy-to-use
[Virtual Meetup] ESM: Service Center for Non-IT Departments
We're super-excited to announce our first-ever virtual meetup that will happen on Wednesday, November 18, 2020. In this 1-hour virtual meetup, you will discover: The potential of Enterprise Service Management. Benefits of enabling your ServiceDesk with
Reports for templates request
Hi I make 11 templates request in ServiceDesk , and I need to make a report to know how many request in SD by those template Regard
DEV to PROD Promotion
For those managing DEV and PROD installs of ServiceDesk Plus, what are your processes for promoting changes to the PROD server? Do you.. 1. Configure and test in DEV and then manually re-configure in PROD? 2. Configure and test in DEV, backup the DEV
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