IDEA: In Custom View, Criteria for Requester is Logged In User
I appreciate that there is now an option when building custom views to set the criteria of Technician is Logged in user. Unfortunately that option does not also carry over to Requester. I would like to allow technicians to have a view that is relevant
REST API send task comment
Hello! I need send comment in task by rest api (with notification preferably). The comment example from rest api documentation can't add new comment oO By this example: I do this: http://localhost:8080/api/v3/comments?INPUT_DATA={"comments":{"tasks":{"id":"8"},"comment":"Changes
Technician auto assign functionality SDP 8.1 Professional
Hi, Is it possible to set "Round Robin" and "Load balancing" independently for each support group? Thanks, Mauricio Fuentes
Update Additional Field Options from API
Is it possible to update the options on an additional field picklist from a custom function or page script? I would like to pull in a list of parts from an external program and have the parts listed on the ticket with the ability to select certain ones.
work log closure rules
I have set the work log required requirement in the closure rules. But is there a way to make it so the work log can not be blank. Like you do for the resolution
Forcing task closure on existing tasks
Hi I have several hundred open tasks. I would now like to force that any request to be closed or resolved must have the associated task closed first. I'm assuming that enabling this will force the task to be closed before the associated request can be
Timestamp
How to get the timestamp when the change ticket is submitted for review from implementation stage. timestamp is needed in a report form. Please share the query to download the same.
custompatchvalidator entry is missing
When upgrading from 12.0 Build 12000 to the next version I am using pack ManageEngine_SupportCenter_Plus_14_0_0_SP-0_0_0_windows.ppm and have also tried ManageEngine_SupportCenter_Plus_14_0_0_SP-0_0_1.ppm receive the Error: custompatchvalidator entry
incorrect time at work.
BD: Postgres Version: 14200 Does the new version solve all the work log problems? The technicians are reporting to me that they have problems assigning the time in the worklog, it is not taking the hours in the records, only in the total time. When I
Exclude specific user from deluge script?
Hi, I have a deluge script to share a request with anyone who is in the "emails to notify". but i would like to exclude a specific user, as that user is getting the ticket shared through another script. But i am not sure how to do that. configuration
when scanning, _old is added to the PC name
Why is _old added to the PC name when scanning? If this is a duplicate, then why is the same name not searched for, but without the _old suffix? I am attaching screenshots.
[SDF-93385] Duplicate request
Hello to all, since we have upgraded to version 11139 we cannot select how many times we want to duplicate an incident and we can only do it one at a time. Is there any way to be able to duplicate x times an incident? Thanks in advance
Close login session remotely!
Hi I config Security setting for restrict concurrent login. But I have issue! Please consider this scenario: I logged in to SDP at home, but I forgot to log out, so I'm not able to log in at the company. In other words, I cannot login until the previous
SDP 11.1 rapidly increased memory
We had an error that rapidly increased memory from 30G to 125G, before the error had an abnormal increase in bandwidth from the app server to the database server by about 3 gbps. Thank you for suggesting solutions or finding errors. After i had stop service
v14103 "Reply All" function doesn't send copy of ME reply to system email.
Hi, After upgrade to v14103 we see that "Reply All" button doesn't include ME SDP system email to the conversation and replies only to Requester, CC'ed personnel or manually added recipients. Our Technicians track requests not only in ME but in Outlook
Error on query table for readonly user
According this below like I caret readonly user but when I run query this error appears: Read-Only User (servicedeskplus.com) DENY INSERT, UPDATE, DELETE ON SCHEMA :: [dbo] TO <userName>; REVOKE SELECT ON SCHEMA :: [dbo] FROM <userName>; declare commands
Setting Change Approver through Field & Form Rules
Hello, I am trying to build out Change Management on the On-Prem version. We have a lot of different systems with different change approvers, making the work flow not great. Is it possible to use Field and Form Rules to set the ChangeApprover field? I
New column in Solution overview
We would like to get the "Solution owner" column in the Solution view of all solutions. Right now it is not available to select from "Add/Remove columns". For us, that column together with the "Review date" column would be important. The creator of the
Planning Sections in Change Module to be made Larger.
Hi, Please can the Sections such as Roll Out Plan be made larger so this can be completed easier when planning a Change.. At the moment we have a letter box type field to work in.
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
Next Page