Technician Auto Assign based on support group
We love the auto assign feature of ServiceDesk Plus however it would be good to be able to auto assign within support groups.
Date conversion with unixEpoch()
Hello, i have this issue where i need to convert a french date format with unixEpoch() that will adapt to timeZone. format is : Day. date month year, time(24hrs) ex: jeu. 30 mars 2023, à 18 h 56 and format is : Day. date month year, time(12hrs) ex: jeu.
random error on requests page(filters)( all requests filter)
hi one our clients reported having problem with (all requests filter) . its an internal error and its random . it even happens while using sdadmin or local sdadmin and we can't tell exactly when and how its generated . I was able to get screen shots from
License Management interaction with Endpoint Central
Hello, we use SDP and Endpoint Central. Both application do provide license management but do not exchange data about it (in opposite to other information like, users, hardware and software inventory). Therefore the integrity of software license information
API V3 Get more than 10 results back via postman
I have this working via powershell, not sure why. but I keep getting the same default 10 requests back regardless of my query? {"list_info":{"row_count":100,"start_index":1,"sort_field":"id","sort_order":"desc","get_total_count":true,"search_fields":{"status.name":"Open"}}}
Add an option to search string on Specific request..
When there are many conversations with users, it becomes difficult to find a word in those conversations I have a great offer! Add an option to search for in each request So that by entering a value, users can search it only from that request. In addition
Do we have the ability to do multiple Round Robin configurations in the system?
We have multiple sites and have the initial Round Robin configuration in place. Is it possible to setup a Round Robin for Technicians in a specific site?
Security issue: Reporting from unrelated projects
I have a project role where I have specified that everyone can only see projects related to them: Project Role: Project List: Also, I have given this technician access to report module (Custom Report Builder) that he can get reports from his own projects.
Email-id(s) to Notify field
In a service request template, the email-id(s) to notify field allows multiple selections for technicians but not for requesters. (requesters can add multiple emails by typing them out and separating them with a comma but this is tedious and leads to
Ability to Edit Pick-List Values for Asset Additional Fields
Idea - See subject Use Case - Some values may change but still apply to any assets that field is already used on. If I need to update a certain value because part of its name changes. Then I need to create a whole new Value with the new name, and then
Approve request for someone else using API and zoho deluge
We have the following requirement. We need to approve a request if the approving user has not approved in 24 hours, this is where we ask if it is possible to change the status to approved on someone else's behalf using SDP API and zoho deluge.
Deluge function with unexpected behaviour
Hi, Team, I'm writing a function (deluge) to copy a value from a service request to a change request. First, I need the service request ID, then get the value from the request and set the value on the change request. To do it I'm using a call to change
Executive Dashboard auto refresh
ME version 12, build 12008 I created an executive dashboard for display on a tv in the support area, and shared it to a local authentication user created for this purpose. The dashboard displays as intended except that it does not refresh automatically.
Sluggish Scroll in Requests List
I'm not sure what version that this appeared in as we have done multiple upgrades over the past year but scrolling through the Request list is getting very sluggish lately. I am only scrolling through 80 or so requests and the page takes half a second
Is there any way that I can do a conditional search on the requests I am querying? For example a date within a limited range
For V3 API, in the input_data, is there a way that allow me to do a condition search? For example, I want to get all tickets in the last week.
Images attached are not being seen.
Good morning all, In some tickets, the images attached are not being seen. I have attached a PDF document so you can see the issue.
Missing Scheduled Report
We have a scheduled report, Pending High Priority Tickets by Technician (SEV 1 & 2), that I'm not able to find the schedule for. I see the report listed, but not the schedule or where I can alter the recipient list. I ran select * from reportscheduletask
Has anyone gotten Service Desk Plus working with Azure SQL (not SQL Managed Instance)
I am trying to get Service Desk Plus on prem to work with Azure SQL (not SQL Managed Instance). I get as far as starting the service after pointing to a brand new database in Azure SQL and the service halts giving me an error related to the DB being inconsistent
Reconciling Non-IT Assets against a PO Number
Hello, I'm just doing some housekeeping on our assets and noticed we have a load of Non-IT assets with the usual derived PO# name we get for workstations. However, it doesn't look like we can reconcile Non-IT assets in the same way. Is this the case or
Reports not working
There was a failure in the system, it was necessary to restore from a backup copy, previously applications were exported from the failed system ... and then imported into the restored system. Now, when creating reports, the same tickets that were imported
SDP Best Way to Add New Users
I am looking to find the best way to add new users to our Domain. The issue I have is all of the RCL Notification and other features do not allow you to email someone not in the system. I would like a way to be able to start a ticket that another user
Created Time in replies
Hi Can you please create new parameters for following in replies? From my technicians: We want SDP to stamp the correct From, Sent, To; Subject line for the email we are responding back to. Currently it does not show the correct parameters in for the
Only use signature for replying not forwarding
I was wondering if there was a way to only have my signature appear on reply emails rather than both replies and forwarders by default. I saw the below question and answer but then when I had a look it doesn't actually include the variable "$EmailSignature"
API V3 Powershell to pull last logged in user from ServiceDesk Plus
Hello! I'd like to use Powershell to query the API for the last logged in user of a specific asset. The asset would have to be queried by the asset name and not the ID. I have looked into the Get Workstation operation, but that requires the workstation_id,
Public Solutions
Good Morning, I used to be able to send out a solution without the need to log in by replacing the .do with .sd and adding sd to the path in the right spot. Seems since the latest update I can no longer do that, is there a way to do the same in the new
Zia - Suggest Template Predictions and Assign / Suggest Category needs to be retrained / configured
We are currently using SDP On Premise v13009 We continue to have issues with the Categories and Templates automatically assigned by Zia and have not been able to retrain effectively. The vast majority of our request come in as simple emails. The Unassigned
Auto Site Allocation not work!
Hi, I used SDP v14.1.04 with Endpoint Central integration for computers scan. My organization has multiple site with different IP address range. I want to use Auto Site Allocation to assign computers to related site, but after configuration I didn't see
change approver
hello i aadded a new change approver to manage engine can a new change approver approve past changes that have been made already?
Error :One of the given inputs exceeds the maximum length.
hi sdp ver:14.104 i was trying to change some info in Organizational Details i was trying to search a in department rolls , it did not change or have a reaction and when i opened inspect mode I've encountered this error: One of the given inputs exceeds
HSTS missing on Web Remote
A scan showed that port 8083 has HSTS missing from its server. After some digging it seems that port 8083 is pointing to web remote for service desk plus. Accessing it on the web doesn't lead anywhere, just a "not found" screen. How can I go by disabling
can't start sdp service
Hello, After upgrading to the latest version SDP 14200, previously 14103. SDP service can't run anymore. If manually start the service, it's getting an error "refer to specific error code-1" Please help. Thank you,
Ideas for Improve Solutions module.
Solutions module is a very important part of ITIL, But Servicedesk Plus didn't do it well. and Many requesters do not use solutions because the UI of Solution Module not interesting. Then is very good if the admin should have these abilities: Ability
How to add variable CC recipient in Custom Triggers-Notification Template?
Hello, I'm trying to build a Notification template for HR users. Once the service ticket is created, it will automatically trigger to send out the message to the specific new hire's department manager. Is it possible to add the variable email recipi
"Associated Records" disabled in Custom Module when Edit!
When I wanna to edit Custom Module Configurations, the "Associated Records" disabled, and I can't change All Records to Associated Records!! This option is only active when we create a Custom Module! After creation, It is disabled and cannot be edited.
Import records via Excel in Custom Module
Pleas add this ability: Import records via Excel in Custom Module
Create Exchange/Outlook appointment after ticket creation
Hello, is it possible to create an appointment in the calendar of a shared mailbox after a ticket was created and permitted? Is there anywhere a code-snippet library for automations in SDP+?
9408: Approval Issue (Invalid Key)
Sharing that we are experiencing issues with users receiving the following message when attempting to open an Approval link: I had a remote session yesterday and ME said it is a known issue with the current build and an update will be pushed out soon. We have seen it randomly occur with users for request approvals where one person does not receive the error while another does.
Custom UI - changed itself back to default.
Hi I have customized my UI colors in SDP. These are my color changes: After upgrading to version 14105 I noticed I had to go into UI and change them from the default to the settings you see above. Thought that was odd as I normally do not have to do that
Making Closure codes mandatory
Hi, Is there anyway we can make the close request screen mandatory? This is the screen where you mark the radio button to say whether the requester has acknowledged the resolution or not, chose the relevant Request Closure Code and add any comments, at the moment the screen can just be bypassed and as this holds important information that we report on (particularly the closure code), we would rather this could not be bypassed. I cant see anyway to do this from the front end, there isn't an option
Check to see if a login name already exists when a field is filled in
I'm after a script that checks to see if the text entered into a field already exists in the "login_name" field under "api/v3/users" If there is a match, I want the field to be updated with text like "USERNAME ALREADY TAKEN" Is this possible?
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