I can't update to the build 14501
I have been trying to solve the following error when updating with updatemanager.sh for a couple of days now: Upgrade interrupted as the scheduled migration tasks of request notifications, inline images and resolutions are not completed. Make sure the
ServiceNow and SDP : Two Way Communication for UPDATES?
HI All - I've been reading documentation on ServiceNow and SDP API integration and I have a question. It seems when configured, the API can automatically create a ticket in SDP from ServiceNow and visa-versa (create a ticket in ServiceNow FROM SDP). However,
Report to pull all email addresses that have created tickets this year
Hi, How do I create a customer report that creates a list of each unique email address that we have received an email from? It would be especially good if it could also have a count for how many tickets were created by each email address.
Email Command - Date Field
What is the format used to set a Date field via email command? I've used both of the below formats but neither worked. The field just remains empty. All the other email commands I'm using work on this form and I've double checked the field name to make
How to recovery delete asset on SDP and Endpoint Central !
Please help us recovery delete asset on SDP +!
E-mail Command troubleshooting
Hi, Is there any way to troubleshoot e-mail commands processing? We've always had a bit of issue with some mails not getting processed correctly, but it has gotten worse after updating to 14.3 from 14.1. The emails are generated by a website form, so
Report All Users list
Dear All, Please help me create query MySLQ to create report Requester list (include all Requester and Technician) - All field data. Thanks & best regards Tung Tran
End-of-Life (EOL) Announcement for Change V1 APIs
Dear users, ServiceDesk Plus V1 APIs for the change module will reach its end-of-life (EOL) on January 31, 2024. Moving forward, any upcoming releases will not have access to the V1 Change APIs. Impact: Any external products, web clients or desktop applications
Report for Software by User and Software by PC
Hello, I have the following Use Case: I need to know which Users have Software with "Citrix" in the Name installed. Those users could technically access Servers from one of our client companies and therefore need a higher office licence. So in short,
[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
Cannot Integrate AAP into SDP
When I go to SDP and go to integrations, then click the settings for Advanced Analytics Plus, it just pops up an error. Neither myself, co-workers, or support have been able to resolve this issue. I have restarted and shut down/rebooted the service. I
Time Showing in Description after Add a Request
I require assistance with the time output. Could you please review the script code in picture #1, the mandatory fields in picture #2 from the requester portal, and the output in the description field marked "on Form Submit" in picture #3? I would like
Cannot Import Users via CSV
I was originally attempting to import users via Active Directory, but I was running into an issue with authentication, and I decided to try importing via CSV file. I am now having an issue where it detects the correct amount of CIs, but every one of them
Can you make Multi-line text box for service request resources?
I am creating some service catalog request templates and I am getting requests to make some of the resource fields multiple line text boxes instead of single line. Any way to make this happen? Some of the questions we ask arent just a simple one sentence
Making a Variable Bold on the Description Using Scripts
I would require a small assistance to make a variable on the description in bold. As attached (script Image No. 2) please let me know the modification required on the script to achieve the outcome.
Security Headers
Need to to what should be included in CSP header,X-Frame-Options,Referrer-Policy
Cannot change retention days for the backup
Hi PitStop, I am facing the following issue and I need your assistance. In the backup schedule, it is set by default to retain backups for 90 days. However, due to the volume of data, I need to reduce this duration to 14 days. Nevertheless, I keep receiving
Multi-line text box for service request resources
Is there a way to add a multi-line text box to a service request resource? I'm a bit disappointed that the resource field types don't match the additional field field types. Thanks.
Delegate approval on Service request
Dear ServiceDesk Team, I don't see the feature delegate approval service request to others user/technician when the approvers out office or need delegate approval process. Could please give us any idea to realize this ? Thanks & best regards.
Schedule Location path is not accessibleGiven location to scheduled reports is not accessible
Good afternoon! Version 14.5 of Build 14500 added the ability to save a scheduled report to a network folder, but it doesn't work! An error appears: "Schedule Location path is not accessibleGiven location to scheduled reports is not accessible". Tried
Arrange Request Format to match layout when filling out
Is there anyway to get a form to match its layout when filling out the form vs when reviewing it? I put fields in a layout in such a way that is easy to fill out the forms. But when reviewing the form, the fields are all out of order. Please see the attached
Exporting as PDF from Gantt Project
Hi, Team, When I try to export to PDF from Project Gantt view, the PDF doesn't show the information selected on the view. It also displays buttons and menus that shouldn't be printed. This was captured from your demo site: in attach, I'm sending the PDF
Help to activate license
Hi I am running A Service Desk Plus On premisses running on a Linux Virtual Machine and version 14.2 Build 14201 I need apply an NFR License on this installation. But when I try to install the license I received. I got two errors: - Reset Guest password
Asset scanning
Why does this happen in SDP? The asset is in Endpoint Central and when I scan it in EC, the scan works no issue, but in SDP, when scanned:
Local admin account without admin rights | AD login suddenly stops working
Hello dear support team, I have the problem that the AD login suddenly no longer works. For each AD user comes the message that the user/password are wrong. We have not changed anything in the infrastructure. So I logged in with the local administrator
Task owner to be able to view the request details
Hello, Is there any possibility we can achieve the subject? so he can be able to view the associated request description. Regards.
Request for Report on Change Requests and its Tasks
I would like to generate a Report with the columns : a) Change ID b) Change Requester c) Change Title d) Change Stage e) Change Status f) Task Title g) Task Owner h) Task Status i) Change Implementer j) Change Reviewer Please note, we are using SQL server
Improve Technicians Access
When I set View permission on Technicians roles, all of them can see all of solutions. And this problem exists on their owned assets, Maintenances and reports. But ISMS department does not this accept vulnerabilities. and this is big Access issues. Please
Requester - Ticket Edit and Closure permissions
Hi, One of my non-IT teams who we are bringing on to ESM has advised that they need the Requester to be able to edit and close tickets. Please can you confirm if this is possible, and if yes what I need to configure to allow it. Many thanks, Lisa Build
How to delete sites?
We're using SDP 14303. How do we delete or mark sites as Inactive? When I go to Admin > Service Desk Configuration > Sites, I don't have any options to delete or inactivate a site. We have several old sites we no longer need.
Tasks filter not working in 14.3 Build 14305
Hello, recently I'v updated to 14305 and tasks filter stopped working. Drop down array right from the current filter name displays little empty white box.
How can I export or create a report of all my services in Service Catalogue?
Hi, I would like to export or create a report of all my services in Service Catalogue, including the services within the categories, etc Thanks, Alexandre.
Incident catalog and Service catalog
How can I separating incident templates from service templates into two pages in SDP version 13 when the user clicks on the "New Request" icon to raise a request, as shown in the attached image.
Allow requester to view Department Request, but only of a certain template
Would it be possible to allow certain users to allow them to view Department Request, but only if the request is a particular template? For instance Onboarding/Offboarding forms. I have admin secretaries that could use the ability to see any of these
[SDF-55749] Auto Assign Technician on reply - Mandate Ticket assignment on reply
Hi, Is the below achievable and if so, how? 1. Auto Assign Technician on reply or 2. Mandate Ticket assignment on/before reply? Thanks, Tom
Storing Circuit information for each site.
I would like to document Circuit information for each site we have in SDP, that way when we have a ticket for a Service related issue, we can easily get information regarding the circuit. Circuit#, Phone#, Vendor, etc... Where can I store this info?
password field mask and copy it in custom module.
How define password field with mask (******) and copy it (via icon copy) to clipboard - like PMP in custom module?
How to change a department assigned to a ticket?
Hi all. We have a ticket created by a requester without department. This ticket is invisibile to a group of technician assigned to a specific department. Now the first user have a department assigned but his old tickets does not report the department and the technicians continue to not see the ticket: How I can correct this error and force tickets to update without department assigned? Thanks in advance. G
Reports
Hello , Is there a way that we can do a look back at the following, so we have a benchmark: How many tickets were submitted on average per week year to date? How many tickets were submitted on average per week over the last 90 days? these would be two
Technician not available in Task report filter
I have written a task report, and I have one technician who is not visible in the filter. He is a member of the project the task belongs to, and have added him as the owner of the task. However, when I create a task report, he does not appear in the list
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