[Term of the Day]: Over-the-top
Term of the Day “Over-the-top (OTT)” Definition — What is OTT and what is its purpose? The acronym OTT stands for Over-the-top that refers to film and television content provided via a high-speed Internet connection at the request and to suit the requirements of the individual consumer. The term itself stands for “over-the-top”, which implies that a content provider is going over the top of existing internet services. With OTT video delivery technology, people now have a multitude of options
[Blog] Benefits of moving ITSM beyond IT to Enterprise Service Management (ESM)
Enterprise service management (ESM) is an extension of IT Service Management (ITSM) tools, processes and/or best practices to non-IT departments, such as HR or facilities and other functional areas of the enterprise to better serve the needs of teams and individual employees. Consider ITSM and ESM as points on a spectrum that begins with an ITIL framework where ESM is the practice of applying ITSM with a strategic approach for designing, delivering, managing and improving the way IT is used within
[SD-88462] bug in Central server settings in asset explorer
[bug report] hi, Central server settings in asset explorer have a bug, when the site defined in service desk plus is non-English, its name is displayed as question marks in the central server settings in asset explorer. thanks.
[11.1 Build 11100] Intermittent Email attachments not sending
Hi There, We have a ServiceDesk Plus and recently sometimes when sending an email with an attachment, the attachment is not sent. For Example, in the attached image we have an email sent from Servicedesk plus showing an attachment - this attachment was 80KB. By the time the email arrives at the next hop (Our Exchange Server) the email is only 2KB so it seems as though despite stating an email had an attachment, the attachment was never put on there. Is there any solution to this? Cheers Paddy
[SDF-57194] Add Business Rule Action
Please add the following business rule action (Admin->Business Rules->Add new business rule->Perform these actions): "Move to Site". I need move request to specific site by requester e-mail.
Survey Configuration and enable/disable for specific requester
Hi All, i have a question related to Survey Config at Service Desk Plus. Version : 8.0.0 Build 8016 when we activate survey, i can set survey frequency based on 3 options 1. when a request is closed. 2. when "N" no. of requests are closed. 3. when "N" no. of requests from a requester are closed. now, my requirement is, i would like to send survey request only to certain requesters or I should be able to exclude certain requester while sending survey form i am ok with either of the above.
Teams Integration
Anyone else attempting the Teams integration instructions yet (https://help.servicedeskplus.com/integration-with-microsoft-teams)? Keep getting the below manifest parsing error when error when trying to install the app in Teams... Error while reading manifest.json: "staticTabs[1].name" is required "staticTabs[1].contentUrl" is required "staticTabs[2].name" is required "staticTabs[2].contentUrl" is required
Sync Service Desk Plus Asset Management with OpManager
Hi, Is there anyway to use information (sync) stored in OpManager database in ServiceDesk Plus? I mean we don't want to do double domain scans and adding lots of network devices in both products. And one more thing, I know that we can already sync OpManager and ServiceDesk Plus for automatic ticketing but I want to sync complete asset information (and not only a few like device name, ...) and store them in ServiceDesk Plus.
[Term of the Day]: CRM
Term of the Day “Customer Relationship Management” Definition — What is CRM? CRM stands for customer relationship management. As its name suggests, CRM software is a system that helps businesses manage all the interactions it has with customers and potential customers. It includes various strategies and techniques to maintain a healthy relationship with the organization’s existing as well as potential customers. CRMs can be customized to meet requirements that vary from organization to
ServicesDesk Doesn't start after update
Hi: I have a Servicedesk version 11000, it's working fine, but when i did an upgrade to 11100, after all the update process, the service doesn't start, i tried with run.bat from /bin directory, but i doesn't start: I reinstall the service with sd_service.bat -r and sd-service.bat -i and it doesn't works. Can you help me please? Thanks a lot
[Term of the Day]: Optical Character Recognition
Term of the Day “Optical Character Recognition (OCR)” Definition — What is OCR and what is it used for? Optical character recognition is usually abbreviated as OCR, also called text recognition, is a technology that converts images to text so that computers can extract text data from image files. This can be a huge productivity shortcut for students, researchers, and entrepreneurs who deal with a lot of documents. Once you process a document with OCR technology, you can easily edit, search, index,
[Tips & Tricks] Company logo in Request Print Preview
As you all may know about the feature that allows you to print the request in ServiceDesk Plus. We have had several customers requesting to include the organization/company logo to this print preview as printing of the request is part of the access management procedure requested by the audit team and print copy must have the company logo. This requirement was accomplished by a custom HTML and we would like to share it here as it can be useful to many of our users. Follow the steps below to configure
Technician cannot resolve request "value not provided"
Hello, I have an issue where I as the full admin can resolve an issue but my technician gets a weird property window popup with a warning "value not provided". Anyone run into this one?
Technician Notifications - send the note
hi, I was wondering if there is a way to send someone's note to technician by mail or rest post. I know its possible to notify that someone replied to the ticket but is it possible to send the message content? thks
SDP OP with Teams integration
Hey all, So I follow the instructions on how to integrate Teams and SDP OP 2x, I also removed the lines from the "manifest.json" as per Teams Integration. But when I go to my request tab i get a blank screen as per the screenshot below. i even went ahead and replaced the URL with Https://google.com and still the same screen. Did anyone get this working if so can you please share.
Convert email to Service request.
I have a business need to create service requests from email. I have a business rule to create a ticket with particular subject line in an email. But i need it as a service template instead of incident template. Is it possible to do this? Any suggestions?
Adding Notes/Comments and Updating request Tasks does not trigger a Update on Requests
Hi All, We have a custom trigger that triggers any time a request is Created or Updated. What it basically does is send information to our Helpdesk partners ServiceNow instance. However the challenge we are seeing is that when a Note is added in SD+ or when a Request Task is updated in any way it does not register as an update on the request. Because of this the custom trigger does not get triggered. Is there a way to fix this or is it a design issue in SD+? If by design, then this is a poor
Approval flow for an SR
User adds request --> Goes for Level 1 Approval. If it is approved, it goes to Level 2 Approval, and so on. Requirement is: 1. if the request is rejected in Level 1 approval, the user needs to edit the request and resubmit for approval. 2. if the request is rejected in Level 2 approval, it needs to go back to Level 1 approvers/users to verify. is it possible to achieve the above two requirements? We are using Service Desk V10.5 Looking forward for your Support.
Field & Form Rules: Tasks
Hi, I am currently trying to create a new Field & Form Rule (On Form Submit) for a new incident template. My goal is to apply tasks to this template automatically. So I created task templates in advance and when I try to add them under "Actions" it says "no matches found". I feel like I should see all of the task templates there. Am I missing something? I've attached a screenshot. Thank you in advance.
[Blog] Purchase Order Life Cycle
In good old days, the purchase orders process was sluggish, to order a product the organization had to type or print the PO. It had to be routed internally between departments for approval. After the PO approval, it had to be mailed or faxed or emailed to the vendors. This old-fashioned paper method could take weeks to complete. Today PO process has been digitized, it takes very minimal time to order and complete the PO life cycle, without any human errors. A purchase order or PO is a requisition
[Term of the Day]: Subject Matter Expert
Term of the Day “Subject Matter Expert” Definition — What is SME? The Subject Matter Expert also referred to as "SME", an individual who is highly knowledgeable in a pertinent field within the organization. SMEs are in high demand in organizations, they provide technical advice on process designs and product specifications, they work either as external consultants or internal staff. SME's play a vital role in different working sectors like BPO's, HelpDesk, Human Resource Management,
SLA Timer (On Hold Status)
Hello, Guys, I need help. In our installation of ServiceDesk Plus, we have a problem with SLA Timer. Despite we have set timer stop for On Hold Status (default) timer don’t consider pause. For example SLA 4h, timeline: work – 4,5h, On Hold (wait for Customer response) – 8h, work – 0,5h, closing the ticket. Service Desk calculates 9h of delay, instead of real 1h. How can we configure the system in our way?Thanks for help. Damian
When I create PO, I didn't see services that define in Vendor Services page as manually
Hi, For keep integrity of data, I defined all services in Vendor Services, but when I want to create PO, I didn't find my services in select field. Also when I create service in PO page with quick add service in below of select, I can see it, but I can't see all services that created in Vendor Services. Also I have this problem for products that exist in Product page and I can't see these products in PO product selection list. I think it's bug. What should I do? Do you have any solution? Build No:
Please add search box in the top of Preventive Maintenance Tasks page
Hi, I have more than 100 PM in SDP v11.1.18 and I need the search box for search within all preventive maintenance tasks. Please add this feature to the next release. Thanks for helping
How to list software asset in incident
Hello community, I want users and tech to be able to select any software assign , used, owned by the requester. i though i could do it in the asset field but the software category does not show in the list.
Switch from IMAP to EWS - connection refused
We are trying to switch from IMAP to EWS so we can disable IMAP/POP on our Office 365 tenancy. We have confirmed our settings but are getting a connection refused error when we try to save the settings. We enabled debugging in the log and can see this reported below. We have also tried pasting the EWS connection string into a browser on the server and this generates a credential prompt so it appears to not be a network issue. We're running 11.1 Build 11103 [08:26:29:839]|[07-10-2020]|[SYSERR]|[INFO]|[53]:
[Term of the Day]: zettabyte (ZB)
Term of the Day “zettabyte (ZB)” Definition — What does zettabyte (ZB) mean? A zettabyte is a unit of measurement used by technology professionals and the general public to describe a computer or other device's storage capacity. The number of bytes is equal to 2 to the 70th power, also expressed as 1 sextillion bytes. One Zettabyte is approximately equal to a thousand Exabytes, a billion Terabytes, or atrillion Gigabytes. For more than a decade, Cisco has been tracking and projecting global Internet
Is it possible to run a report to search for a specific local user on all systems in the domain?
cmdb>workstations>system>user accounts. In a nutshell.. When new systems are unpackaged and before they are joined to the domain the system is logged on to the first time with a user admin with no password. Windows and oem updates are applied and the local administrator account is enabled and set with our in house password. At this time the computer would be restarted and the setup account would be deleted. Last week I was troubleshooting a computer that had been in service for a little over a year
[SDF - 88579] Is it possible to populate ticket received confirmation with the LIVE expected resolution time?
Currently when a user logs a ticket they get the standard response stating the SLAs etc. Is there anyway to populate this response with the last x days average time to resolve for tickets logged in that category? Thanks.
SDP to JIRA 2-way integration
Hello Can You please tell me is it possible to intergrate JIRA in 2 way? I can create issue from SDP in JIra, but is it possible to update SDP ticket with JIRA resolution, notes , etc?
Problem in Initializing Postgres !!.. Kindly check logs...
I've met this problem for many times. The server OS is new installed and I ran the Installation, during the install process, this message came out. However, move to the install directory and ran sh run.sh can still work. Got confused about this alert. for more info, see the entire log zip.
How can I create an integration with Microsoft TFS 2013?
Our company uses SDP for helpdesk break/fix type requests, and Microsoft TFS for anything related to application development, even break/fix items. Our developers want to see everything in one place and thus do not want to use SDP. We wish to present a unified experience for users that are requesting things from IT, so we tell everyone to log requests through SDP and if it is a development request, we manually move it into TFS. This becomes quite tedious, however we are set on wanting a single
[SDF-59933] Customer Satisfaction option
At present, when we close a request, a survey email is sent to the users. Instead of sending a "Survey email" separately, can we add the rating option (survey link) in the "Your Request has been Resolved" notification email?
Custom view to end-user
Is it possible to share a custom view to end-users? Or can we share it only with Technicians? Thanks in advance.
Request Life Cycle and Approval
New status "Awaiting approval" is created. Approval Settings changed for this. Any status in template must have incoming transition. But is no way to send for approval by transition. I see only one way send to this status: menu Actions -> Submit for approval But in this way transition to status "Awaiting approval" is not fully functional and must be hided from technician and requester. How use RLC for Approval?
[Build: 11005] Customize Request Details Page
Hello users, Many of our users have asked us for a change in the position of a few details in the request details page. Hence, we have come up with a configurable option to customize the request details page. Using this, you can do the following customizations: Create a default layout for the technician and requesters. Rearrange the sections, tabs, and sections in the RHS. Remove unwanted sections from RHS. Add or remove details in the properties section in the RHS. Rollback to system default layout
Exporting full SDP Solutions from on-premises to on-demand
Hi, We have more than 100 solutions with images embedded and attachments. How can we export complete solutions, with formatting, and import them to on-demand? Regards, Antonio Soares
Editing a request on creation?
Is there a way to edit a request with a custom script once it is created. After looking at the JSON file I see that upon creation the request's JSON doesn't have the request-id as one of the keys, and in order to use the API commands to edit it in a script you need the request ID.
[Tips & Tricks] Best Practices for upgrading ServiceDesk Plus
We always recommend our customers to keep ServiceDesk Plus up to date as the new releases include new or enhanced features, critical security fixes and to improve the stability of the application. All theses are aimed at making the user experience better. While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes
Script to Update Task Name
I have a script I use to update the subject line of our Employee Onboarding/Offboarding request. All it does is add the name of the employee and the effective date. That script is below. Is it possible to edit this script so it can change the title of task on that request? Much of the work the task require cannot be completed until the effective date. So having it added to the task title would assist the tech's in visual sorting their assigned tasks and quickly checking when something needs to be
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