Catégorie , catégorie de service, modèle de service
Bonjour, Je souhaiterais savoir comment nous pouvons différencier les catégories dans servicedesk plus, Dans : Admin > Catalogue de services > Catégories de services . Nous avons les catégories / sous-catégories / Elements et après il y a les modèles
Ajout date de fermeture des tâches dans le formulaire de demande et dans les rapports
Bonjour à tous, Nous souhaiterions ajouter un champ "date de fermeture des tâches" sur servicedesk plus si quelq'un peut voir comment on peut ajouter le champ s'il vous plaît? L'idée c'est de pouvoir récupérer ce champ dans les rapports. Merci :)
Issue creating Task using API
Hi, I've hit a bit of a snag trying to create a task programmatically in SCP. It works fine in Postman and in the API playground using: { "task": { "title": "Other Task", "account": { "name": "My Company" } } } But when I bring it in Java I get this (Console):
Charts not appearing in reports
Hello, I've got an error when trying to generate or send an report from SDP 14.8 Build 14820 Here is an example: Problem appeared after udate to: 14.8 Build 14820
ServiceDesk Plus Manual Backup Fail "Exception while trying to fetch configured backup password"
Hi, I am working on migrating ServiceDesk Plus build 10000 to a new server. Currently i am running a manual backup, but it is failing with the following logs: Exception while trying to fetch configured backup password. Exception while init Backup BACKUP
Copy Request details to Task in Custom Trigger
Hi, I am looking to copy some fields from request to task, using a Custom Function. I want to copy the requester, subject and description. I have tried the following script, which doesnt work: reqSub = taskObj.get("request").get("subject"); reqDesc =
How to: Importing Requestors from Active Directory
Hi, I'd like to set schedule for requesters to be imported from my Active Directory, however I have a lot of users under different OU's, how can I select these specific ou's to be imported without any extras? Also, after I set the schedule, I wouldn't
Page Scripts for changes (and other modules)
Hi, Team, as we can change the request list/details view with page scripts, it should be possible to do it with the change module (and the other modules). Having the possibility to hide information no one needs (change stages that are not used on a change,
New Installation of On Prem Service Desk Plus - No Login Screen
after a new installation of SD Plus v14830 on a windows 2022 server, i don't get a login screen after starting the application. instead i just get a blank browser.
Workflow in SDP Cloud Version
Dear Support, I have question regarding the “Workflow” before we used to add a “STAGE” and the stage can contain many “STATUS” now there is no such stages, because I want to create in each stages many status and regarding that do my workflow. Any advice
Remove default fields from worklog
Hi, is there any way to remove all default fields from worklog except owner and time-taken? these are not custom fields - we dont want the technicians to see their costs etc.
[SDF-28769] hyperlink in custom field or notes
Hi, I'm trying to insert a URL into a custom field (text field) though it isn't appearing as a hyperlink. How can I achieve this? I have also tried adding a URL to the notes as a straight forward URL and as a HTML hyperlink though it still comes out as
How to Perform Validation on two Text-Fields if the Data Provided are same?
Dear All, We have two (2) Text Fields (i.e., Request Additional Fields) where we request the User to mention the IP Addresses of two different Machines, but sometimes the User(s) mention the same IP Address on those two Text-Fields. Please let us know,
Notifications triggers besides Requests module
Hi, Team, The use of notifications on custom triggers is limited to Request Notification. Although there is no information on the roadmap about adding triggers to other modules' notifications, is it under consideration? thanks
Trying to run a report that will show Work Timer entries when NOT added to Worklog
Trying to run a report that will show Work Timer entries when NOT added to Worklog I see they do show in the history of the request. Is there a way to find those? Thanks in advance.
Using the API to close a ticket with tasks
I've closed all the tasks on a ticket but i'm trying to use the API to close a ticket. Using the API tool and the 'Close Request' section I am putting in my ticket number and this JSON string: { "request": { "closure_info": { "requester_ack_resolution":
i cant change the backup password
The Problem is that i cant change the backup password. Always appaer the next message:The backup is in progress. You can only save the configurations once it is completed. 3.- 14.3 Build 14306 4.- Database Server :PostgreSQL Server
What variable to use in reply templates for "current user"?
When using the variable $Technician in reply templates the output is "My self". How do I output the name of the technician? Example of: "Best regards, $Technician" Any variable containing names are tied to the requester, not the technician. Thanks in
Request for Custom Query Report
Dear All, We would like to have a SQL Query report with below columns: a) Asset ID (unique) b) CI Name c) Software's Installed Our current built of the Application is 14720 Regards, Wajahath Farooq
[SDF-55259] Customize My Request Summary
Hello, is there a way to customize the content of the My Request Summary for Requesters? What i mean is, for example, to have the following: Pending On Hold Closed...(etc.) instead of those "Pendind Approval" or "Pending Updates" which for us are currently
Group Notification on Request Reopen?
Is it possible to set up an email notification for when a request is reopened? Currently, we have a notification system in place that alerts the assigned technician when their request is reopened, but if that technician is unavailable (e.g., out of the
Date without time for additional fields
Is there a way to format additional fields to have the calendar date, but to exclude the hours:minutes from the field?
Too long Request ID in new ESM-Instance
Good Day I just created a new ESM-Instance. The first Request I created in the new instance got the ID 100000001. In our other original instance it started with 1. Is there a way to change this in the new instance. This is for our needs a way too long
Unlock Users & Create Local admin on SQL DB
Please tell me which table or which query to Unlock Users on SQL DB? So how I can create Local Admin in SQL DB?
ZOHO Service support helpdesk site is not loading
ZOHO Service support helpdesk site is not loading. We need your assistance to resolve this issue.
Add "region" field to request template
Hi, We are currently reviewing our current setup of ServiceDesk Plus to better suit our needs in our organization. Our organization is active in 18 countries around the world, and each country have a number of clinics. In total we have more than 285 clinics. We use ServiceDesk Plus as our main IT Incident reporting tool for end users where the tickets are then dispatched to the Local IT personnel in the various countries for them to action. In most countries there is only one team of Local personnel
[SDF-42294] Resend template
Hello Guys, When we are trying to resend a email sent from a technician to a user (just waiting for an answer for a long time for example) there's no separation between the initial mail and the resend mail, no information about the date the first mail
Requester Permissions
Hi, I wanted to know if there is anyway to allow requesters to edit their own requests after the request has been created and submitted. I realize that you can format templates to allow requesters to edit whatever they want. But once the request is submitted, can they edit it? Jeff
Can I generate this specific report using resources from a request?
I have a Service Catalog template called Employee Onboarding/Transfer that contains resources for the user to input the employee's name. I would like to generate a report that shows the following: Employee First Name Employee Last Name Requester RequestID
Logged in user as a variable for Requester in Filters
Alot of my technicians are asking for how to keep track of their own tickets. They wan't to have a "My requests" filter that shows them when they are the Requester but I'm unable to do so since I can't select "Logged in user" as a Requester.
Request filter question
Hi, Is it possible to create a dynamic custom filter for requests where the logged in user is the requester? As a technician it is difficult to keep track of requests where you are the requester. Basically, make the default filter used for requesters
Quick Dashboard View/Filter
Hi, It would be nice having a filter to quickly change the view of dashboard. Lets say, i'm on multiple groups, so sometimes, in a quick way i wanna know everything from that group. Filter by site it's nice but not enough, having more options it would be nice. Regards.
14830 Report Issues
after upgrading to 14830 from 14720 we were not able to generate any reports and the scheduled reports did not generate. Each time any technician tried to generate a report we received the following error message: Sorry, unable to execute the report,
Bulk Fetch email sent date
Hi Service Desk Forum, I have a question regarding importing old ticket emails into service desk. When I fetch these emails, I notice that the creation date of the tickets is automatically set to the time of fetch rather than the original email sent date.
Where is Asset Owner Set?
Is Asset Owner set any place in SDP? All I can find there is the User and Contact Person. If a change request approval is sent to the Asset Owner, how do I set the Asset Owner?
Does not put in the reply to address
Hi I'm testing latest version and noticed that the reply to address is not being auto populated. Unsure if its a new version issue or a database value/setting I may have changed. When I send the same test email to my prod server it auto populates the
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Field & Form Rules on Changes
Hi, Team, Although there is the possibility of choosing which users the rules will apply to, using "All Users" only applies to technicians. If you have an end user who has permission to edit the change, F&FR won't be applied to the fields where they are
Contract API with error after upgrading to v. 14.830 (from 14.740)
Hi, Team, After upgrading to version 14.830, one of my scripts returns an error. The same error occurs when using directly the REST API Documentation URL. I'm trying to update a contract additional field (date) with a value: {"contract":{"udf_fields":{"udf_date_17145":{"value":1726614000000}}}}
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