How to make Notes Mandatory on Service Request while setting the Status to onhold?
Dear All, Is it possible to make the Notes Mandatory for the Technician (During Edit) on Service Request only when the Technician is Setting the Status Manually to onhold? Please note, we don't want to make Notes mandatory while we are sending the request
Revoking the service pack for build 14610
Dear users, We have revoked the service pack and installation file for build 14610 from our website as customers using ServiceDesk Plus connected to MSSQL server in their environment have reported issues due to inconsistent connectivity with the database
SD Plus v14620
I saw 14620 is available but can't install this one. On attempting to install this on test instance on v14500 I received the below on linux installation using postgresql. This was not a problem with patch v14610. The certificate already exists. I tried
Track email transfer
Hello support team, We have received an email to our support email address, which we later did not find in the Service Desk incident queue. Is there a log in Service Desk Plus in which the incoming mails are processed into tickets? I only wanna know if
My approval cannot be displayed on the SDP requester interface
SDP VER: 12.0 构建号 12000 Hello, Unable to display pending approval data in the approver interface. The first image is during preview The second image is the user interface, only showing the other three, my approval cannot be displayed
Unusual login detected pop up
Hello, I just upgraded Service Desk to version 11203 from version 11139 and noticed a new feature. Please reference pop up below: How can I check the details of the unusual login detected? It keeps popping up quite a few times. Where can this be configured
Query to get Request Ageing info.
Version : 14304 DB : PGSQL OUTPUT: SELECT LONGTODATE(wo.CREATEDTIME) AS "Created Time", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", wo.TITLE AS "Subject", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status", cd.CATEGORYNAME
First Response Time When Press Start Work
Hello Dears , As i know first response time calculate only when technician reply to requester and send it by Email . My question is if its possible to calculate response time when technician press start work ?
Survey with Smiley
How can I enable survey in ServiceDesk Plus with Smiley option. Only text option is already there, but I looking for Survey question with smiley Shajeel
Getting all non-resolved tickets via API
Hi Team, I am trying to export all requests based on the subject and status as below: $input_data = @" { 'list_info': { 'row_count': $per_page, 'start_index': $index, 'sort_field': 'subject', 'sort_order': 'asc', 'get_total_count': true, 'search_fields':
Masterclass 2024: Episode 1—Getting started with ServiceDesk Plus [Feb. 29]
Hi there, We are excited to invite you and your team to this year's ServiceDesk Plus Masterclass series. In the first episode of Masterclass 2024, you can learn how to set up basic and essential configurations to get started with ServiceDesk Plus. We
Migrate from PostgreSQL to MSSQL - Servicedesk Plus 14.6 Buildi 14600 - Free version
We use servicedesk plus 14.6 Buildi 14600 on windows server 2016 . System now use Postgre SQL and we wish to migrate MSSQL 2016. When I restore backup the error is "Incompatible Database source : postgres : when compared with target Database : mssql"
Error sync data from SDP to Analytics Plus
Hello everyone. Service Desk Plus version 10.5 Build 10514 is what I'm using. I wish to sync data to Analytics Plus version 4.5.6 Build 4560 at this time. I keep receiving an error saying that SDP and Analytics Plus cannot sync data. The file I attached
How to delete current Backup Approval?
Do you know hoe to delete Backup Approval when management continue work ahead of schedule? Because we cannot delete it need to follow the schedule.
How to extract template down to item with SLA using query
I want to extract data on the existing template til item with SLA
Filter Problem tickets
option in the problems module to be able to filter the "problem tickets", something similar to what we have in the requests module and in the changes module.
Submit to ServiceDesk button in Outlook
A plug-in for Outlook that creates a toolbar button. This button, when pressed could automatically submit an emailed request to ServiceDesk with the original sender listed as the initial requester, and the technician who submitted it as the assigned technician. This could help with all the emailed requests.
Issue with requests created by email
Hello everyone, One of my clients has a new problem with requests created by email. When a new one is created, sometimes it doesn't get the correct ID numbe (crescent order following the others), but it gets the ID of an older one already closed. That's
Include additional Notification Method Teams Webhook
As a IT operations team i want the ability for business rules to be able to send notifications specific groups of administrative users via Webhook into Microsoft teams channel OR direct to the administrative user. this is because email is not their primary
Closed tickets in days
Hello All, I'm in search of a query to retrieve information on closed tickets categorized by their closure duration: Tickets closed within 3 days Tickets closed between 4 to 6 days Tickets closed within 7 to 10 days Tickets closed in 10 days or more Thanks,
Lost the ability to have a generic list of departments added when a new site is created
We have 100s of sites with a large list of departments for each site. Most of the time, we keep the departments generic in name to simplify the process. I believe after SD-112649, SD-107047 was applied back in Sept 2023 (Copy Default Settings option is
[Free webinar] 5 quick steps to drive service desk cost optimization
Hello there, Reduced budget wastage, streamlined asset management, and enhanced service desk efficiency—this is everything you stand to gain at the end of this webinar. Join the session and discover data-driven strategies that bring significant improvements
[ SDF-26025 ] Add many change request to same problem
Hi, sometimes one problem it's solved with multiple change. How it's possible to add another change to same problem? Thanks in advance. Mauro
How to Hide "Duplicate Request" action?
Dear All, How can we hide the "Duplicate Request" option from the Action Tab on the Request Details page? Regards, Wajahath Farooq
End-of-Life (EOL) Announcement for Mobile Apps from build 13013 and below
Dear users, From June 2024, ServiceDesk Plus mobile applications operating on build 13013 or below will reach end-of-life (EOL) after the release of iOS and Android mobile app version 6.0. Users who prefer to continue using the mobile app in build 13013
Supercharge cost optimization in your service desk with report bundles
Hi there, Are inefficient asset purchases draining your IT budget? Should you repair or replace? How does workforce expansion impact IT spending? Discover data-driven solutions to optimizing service desk costs within minutes. With the latest report bundle,
Custom Report: Last Month This Year vs. Last Month Last Year Comparison
Hi Team, We are using MSSQL and I am looking for an SQL query for generating a report that will provide me with information on 13 months rolling Last year last month vs. This year last month. The report should have the following details: 1. Total tickets
Upgrade Manager launch & Skip Forced Backup
I will be upgrading the ServiceDesk Plus platform to the latest build (14.7 Build 14700) this week. The issues that I "Always" have is the ability to skip the forced backup. I have read many articles on this topic only and made the suggested changes to
Notify requester if tickets has been merged
is there a way to notify the requester if their tickets have been merged with another ticket. We tend to get a lot of duplicate requests that we merge together for less paperwork/tracking on our side, but it causes a little bit of confusion for our end users as they get an email acknowledging that they have opened a ticket but do not get any further notification after we merge the tickets.
"Advanced search" for user in the ServiceDeskPlus
How I can turn on "Advanced search" for user (not specialist) with Assigned Roles SDGuest? Or is this impossible to configure for users? PS Version 12.0 Build 12001 and It is not possible to update the program since your type of end-to-end domain authorization
Automatically Close Tickets With Business Rule (Automatically populate Resolution Text)
We currently have a number of automatically generated tickets, from our printers, which we need to log, but require no action. Therefore, I'd like to set a business rule to automatically close them, based on a certain set of criteria. I've hit a bit of
Whatsapp integration (custom)
Has anyone been able to integrate whatsapp with SD+ onpremise? Is there any update to previous request to have connectivity with whatsapp?
Mailbox is not accessible : "Incorrect username or password.". In the meantime, mails will not be fetched in the mail fetching schedule.
Recently within the last week we started getting this error in Service Desk Plus: Mailbox is not accessible : "Incorrect username or password.". In the meantime, mails will not be fetched in the mail fetching schedule. We are on version 14.6 Build 14600
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Import iOS asset data from Jamf Pro to ME ServiceDesk Plus
We need to import all the ios Devices in Jamf Pro (iPhone and iPad) in ME ServiceDesk Plus. For Windows and Mac we use the SelfScan script built in, but i haven't found anything for iOS. Do you have any suggestion? Thanks
How can a Technician can view the Normal User UI?
Dear All, Is it possible that a Technician can view the User Interface of a Normal User through his/her current technician roles? I've noticed that once the Normal User (SDGuest role) gets the Technician access his/her view get changed and they can't
How to make New Roles Field Mandatory during Status Update in Change Module?
Dear All, We have created a new Role under the Change Request Template namely "Change Approvers" were the Change Manager before sending for the CAB Approvals (i.e., Approval Stage) select the approvers manually from this New Role. Is it possible to Make
Find all local accounts in the company
Hi All, I was looking can AssetExplorer find all local user accounts on ESXi node, Printers, Firewalls, Switches, Storage? I know for windows workstation it can pull all local users as we have agent that can scan OS. I am not sure how it can discover
software API how to add software
Hello , How can i use , or what api can i use to update an assets software list? I already have a ascript to pull information from azure and import to servicedesk based on asset_id But would also like to update the software view
Custom Email notification after 5 days of created request
Hello everyone! I need to create an email notification, after 5 days of created a request and not was closed. I not see nothing to do this, and i don't know how to do it with commands. Thank you
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