Document Export
I'd like to export documents in bulk and not need to download them individually. The use case would be if we spent years adding documents and wanted to retrieve them all with 1 click vs retrieving them individually.
Update Task Status based on Approval Status
So we are using Service Catalog for our on-boarding forms. I've worked Approvals into the process as we want to make sure any access requested on the forms are valid. I have a ton of different task on these forms. But the task trigger when the form is
Business Rules: Assignment and Deletion
Two questions about using business rules to manage inbound email requests: Is there a script available to automatically assign a ticket to a technician who emailed the request? Is there a script available to automatically delete a ticket if it does not
Advanced Search - Missing
Hi Shouldn't there be an Advanced Search button here?
"Show groups in RequestListview Filters" missing
Where did this option go? "Show groups in RequestListview Filters" It used to be available in Self-service Portal Settings (10.5 Build 10510) but have a build running 14.2 Build 14201 and can't find it. Have had to try and create views manually based
Status Change Comments (Mandatory)
I want to make the Status Change Comment Mandatory, whenever Status has been changed to On-Hold
User doesn't see technician replies
We have encountered an odd situation regardin display of request replies. The technician has replied to a request several times. Their replies appear in the technician's view of the request (both in the History and in the Conversations area). However,
Administrator user with "SDAdmin" role has been automatically change
Hi, All of our technicians and admins have suddenly become normal users, and we are experiencing a problem. I would like to know how we can assign the "SDAdmin" role back to relevant users using Psql. servicedesk=> Select al.login_id"Login ID",au.first_name"Name",al.name"Login
Approval Link construct
Hey there, I'm using SDP 13.0 Build 13000. After a request created, approval link sent to approver. In notification and email templates, $ApprovalLink will send a link like this: https://servicedesk.mysite.com/approval/Approve.jsp?ITEMID=7860&woID=7860&MODULE=Request&KEY=1162346451685754466363116234645168575446636315330802657910714919168278&USERID=2427&PORTALID=1
Query report for Solutions with creator site information
I got below query for my 'Solutions' report. I would like to add 'site' and 'support group' of 'creator' of that solution. SELECT solution.solutionid "Solution ID" ,Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",Creator.FIRST_NAME "Created
Service Approver Report
Hi, How can we create a report to generate a list of service approvers by category? Thank you!
Project report
Please share SQL query to get report with below columns Project ID: Project name: All associated milestone with their info such as title, dates, status , comments etc
Masterclass 2023: Episode 5—Explore the latest features in ServiceDesk Plus [June 29]
Hi there, You and your IT team are invited to join us for our fifth episode of this year's ServiceDesk Plus Masterclass series. In the upcoming ServiceDesk Plus Masterclass 2023 episode, we'll deep dive into the brand new capabilities, features, and enhancements
12310 Upgrade
Given upgrade to 12300 required a custom install, will 12310 also require a custom install? We will be performing upgrade on 22/6. Please advise.
Script for creating new tickets based on information from one ticket
I am hoping to get a sample script I could use for creating several new tickets based on the information provided in a parent ticket. Also, what is the difference between Business Rules and Custom Triggers? On the surface they seem rather similar.
please allow more robust use of ldap filters upon user import!
i would like to use a standard LDAP query such as the following: (&(objectClass=user)(!userAccountControl:1.2.840.113556.1.4.803:=2)(mail=*)) but i get errors upon trying to import users with this filter in place. this would import all users that are not disabled and have an email address; pretty standard in finding all of your active employees. PLEASE make it to where we can use standard LDAP compliant queries for importing users! thank you, wally
Problem with 14302
Hi Just upgraded to 14302 and there is som layout errors. When I minimize a Send notification window, it is behind Zia, and why is Zia visible in the first place when it is disabled? On login screen, the swedish text Eller is cut off. Some fields names
Access to API documentation
Hi ALL We use SDP 11.1 and I need share API documentation to my developers (they are not SDP users) I detect that link ( https://sdp.mydomain.com/SetUpWizard.do?forwardTo=apidoc) requires authentication ( How I can share it without adding developers as
Chat does not "see" online status of technicians
Hello, we only use the Chat as an internal technicians chat. Unfortunately the Chat system does not recognize the online status of the technicians. In the user management the online status is displayed correctly. As of now, the chat system does not work
Custom query for audit team with worklogs, notes and attachments details
Hello, I'm need for a query for the audit team that contains the following requirements. I've been able to find much that allows me to export work logs, notes and attachments. All the export features say this is available currently. Any help is appreciated.
SLA violation sent to external customer! After merge. Restrict notifications to Domain or technicians?
Hi Looks like we had an odd thing happen. An SLA violation was sent to an external customer: Any idea what could have caused this? Where can I look? Is it possible to restrict notifications to only be sent to our internal (domain) or maybe restrict to
Send Email notification to specific group
How do I send a notification email to the technicians of a specific group when requests for that group are closed?
'Download All Attachments' script no longer working in Edge
SDP version 13.0 Build 13009 Chrome version 111.0.5563.65 Edge version 114.0.1823.43 The script is attached, and run in a Custom Menu. It works on Chrome, but no longer works on Edge.
Restore data failed from MYSQL to MSSQL
Hi, I have problem to restore data failed from MYSQL to MSSQL. Attach the screenshot. Hope someone can advise.
Request search returns error
I used to be able to search (and rely on it) but yesterday it began giving me an error whenever I try searching requests. No one else in IT is receiving the error. I've cleared cache, and I get the same error in Chrome, FF and IE. Not sure what to do but I need the search ability back! Thanks... here's the error screen I see when trying any search.
ServiceDesk Unable to restore data from MySQL to MSSQL
Hi, I am facing problem to restore data of ServiceDesk Plus from MySQL data backup to MS SQL 2012 / 2014. I received the following error message. Hope someone can assist. java.sql.SQLException: Cannot alter 'trace_xe_event_map' because it is not a table.
Automatic functions in Task templates
Hi! We are running SDP on prem, 14201, pgsql. I would like to know if, and how, to automate a couple of things in Tasks. In this case we have an Offboarding process in the shape of a Request template with several associated Tasks. The Offboard Request
OS update required for SDP 14300?
I was trying to upgrade my SDP install to the latest version, 14302. I currently have version 14201 and was trying to install 14300 and then to 14302 but when I was loading 14300 into update manager, I get a message stating “Postgres Upgrade may fail
Replying to conversation - subject does not update
Hi Using version 14105. So we have a request with a subject line like this one: If we get a reply back added to the same request/conversation where the subject line was changed and we click reply or forward: If we click reply or forward it does not use
Get optional feedback from the request closure emails
One of our suppliers puts the below links on their request closure emails which we have always liked, I know Manage Engine ServiceDesk Plus sends out surveys but having something like the below where the requester can optionally leave feedback for any of their call logs and that feedback is recorded against individual request would be great. When the requester clicks one of these buttons they get a web popup and they can leave an additional comment, again this should be recorded again the request.
Custom View does not work as expected
After the Update from 14.1 Build 14105 to 14.3 Build 14302 our created custom view does not work as expected. I created a test filter: And the result looks like this: Is this a bug or something else?
How to get Request ID in email script
param ( $json = $(throw "-json is required.") ) $jsonContent = Get-Content $json -Encoding UTF8 $jsonContent = ConvertFrom-Json -InputObject $jsonContent $request = $jsonContent.request $request.id = $jsonContent.request.WORKORDERID in MessageBody i have
[SDF-76348] Template for reminders?
Hello, currently the reminder is in english, i would like to translate it into german. Where can I find the template for the reminder? Next I would like to add the subject in the subject line, as long as the reminder relates to a request. Is that possible? Thanks
Service Desk Plus Implementation
Hi All Is there a document available which i could follow to implement All modules of Service Desk Plus from scratch?
How could I set technician and owner fields to Creator?
Is there a way I could set the technician and owner fields to be whoever the creator of the ticket is when a ticket is being created? For example, I have some Service Request templates that are only used by the Service Desk team, therefore they will
Systemd init script for ServiceDesk
Greetings, Since moving to CentOS 7 and looking everywhere for a systemd init script i have come up with my own, you only need to change the path to your application and add it to your runlevels for it to work: Create this file: /usr/lib/systemd/system/servicedesk.service and fill it with this: [Unit] Description=ServiceDesk After=syslog.target After=network.target [Service] Type=simple User=root WorkingDirectory=/home/ServiceDesk/bin ExecStart=/home/ServiceDesk/bin/run.sh ExecStop=/home/ServiceDesk/bin/shutdown.sh
Forgot my password link on login page
Dear Sir or Madam I am trying to find out if SD Plus has some inbuilt functionality to reset user account passwords (passwords stored in the SD Plus database > not AD integrated)? SD Plus is not connected to Active Directory, but we export/import user accounts (name, user name, e-mail address) from AD into SD Plus. What I would like to see is a "Forgot my password" link on the login page which will guide a user through the process of resetting the password. A new password will then automatically
SDP API: How do I look up role IDs for mandatory role fields in a Change template?
In order to create a Change via API, I must know in advance which roles (role IDs) are mandatory before I make the POST request. For example, if "Implementer" and "Reviewer" are mandatory, how can I look this up via API? The change_template layout field
Business rule - Moving Ticket between ESM instances
Hi, The scenario I have is that we have a Finance instance that is split into 6 different financial Support Groups. If a technician from the IT instance Moves a ticket from IT to Finance it literally drops the ticket into no mans land, no group, category
SLA Breached - Sending Slack Webhook
Hello, I wish to send a Slack Webhook for when an SLA is breached on ServiceDeskPlus What would be the best way of doing this? I already have custom scripts which i can ammend/ run to send the webhook - the question is.. How do i get the custom scripts
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