Onhold tickets report
How to create a report that includes the time for which a ticket was onhold along with the dates from when to when.
What is considered a "Node" in ServiceDesk Plus?
I need to know what nodes are. I have submitted multiple tickets and no one has actually answered my question. Screenshot attached. Thankyou.
Notification Email Suddenly not working on contract expired
Hi , As seen on title, please help , Notification Email Suddenly not working on contract expired since one month ago , before that time, it's running normally , but for email notification if any new request create is running normally , just only for contract
Separating a Database
Good morning. Some backgorund first. We have MESD build 11009 on an airgapped network. We are a central hub and have multiple service providers and sites listed, all using the same incident templates. There is now a piece of work that needs to happen,
Administrator account has lost administrator privileges
Hi, We are using Support Centre Plus 7.6.05, and can no longer login with admin privileges. Just upgraded to the latest version. It appears as though the LDAP connection to AD has been broken and as such no users are able to login any more. I was able to reset the admin password, but am unable to login with admin privileges to fix this up the rest of it. I am just wondering how I can reset the administrator privileges so that I can login and administer the server. I did notice someone else asked
Change Management Static Roles Overtaking Custom Roles Workflow Rules
I have a CMR Workflow build using custom roles to separate my infrastructure group's notifications/approvals from my ERP group's notifications/approvals. When my technician is set in the "Change Owner" role, it seems to wipe the notifications which would
FAFR for a specific support group on weekends
Hi there, We have FAFR configured for specific support groups which work perfectly well. I need a create a rule which the requests directly reach a specific group but only for weekends. Kindly note the desired rule should be applicable only on Saturday
Daylight Saving Time(DST) not being updated in the Servicedesk
Daylight Saving Time(DST) not being updated in the Servicedesk
Using vendors API on F&FR
Hi Team, I implemented a rule on a template F&FR to list several vendors using vendors' API. Everything was like it was supposed to be until I noticed that only users with SDAmin role can do it. If the user hasn't got this role, even when he calls the
Antivirus scanning for file uploads, need recommendation for antivirus
Hi all, I just setup ServiceDesk Plus and see this option for enabling antivirus scanning for file uploads using the ICAP protocol. It has fields for Host Name, Service Name and Port. What antivirus software are you guys using for this? I attached a screenshot
Receiving "Internal Error" message when attempting to view Scheduled Reports
We created a custom report and attempted to save it as a weekly scheduled report. - The initial test was successful, and the report was emailed as intended. - However, now whenever I try to access the scheduled reports window, I Receive an “Internal error”
Updating Asset Department Via API
Hello, I am trying to update an assets department via the api, but despite a successful response, the attribute does not change. I've tried just the "department" parameter and the multip valued parameter without success: <multi-valued-parameter name="Assign
Service Desk integration with Endpoint
hi all has anyone managed to successfully integrate service desk and Endpoint? we have both setup on prem, the integration setting in SD and EP report success, but when we try to scan any windows asset in SD, it triggers the agent ok (we get agent notification
PostgresSQL server not starting
trying to deploy SD + TESTING IT FOR POSIBLE IMPLEMEMTATION! on : Ubuntu Server 23.04 4CPU 16G RAM 500GB HDD getting error "PostgresSQL server not starting" this is not a good beginning. attached a screenshot regards
Old Attachment V3 API Deprecation
Dear users, We would like to inform you all that we have revamped the attachment V3 API (api/v3/attachments) for better security and performance. The older version will be deprecated from version 12000 and the support will be completely removed by April
[SDF-38173] Adding Service Catalog additional fields in email templates
Good day, Is there a way to add custom fields from Service Catalog templates into notification email templates? For example, I have an additional field for New Hires that I would like to send out in the approval email. Is this possible? Thanks, Mike
EOL Announcement for ServiceDesk Plus & AssetExplorer 32bit installations.
Dear Users, This announcement is to inform you that, from August 2022 we will withdraw the support for the 32bit installation of ServiceDesk Plus and AssetExplorer (both Linux and Windows servers). This is in line with several application dependencies,
Change Stage
Is there a way to amend the fields or add to the change sub categories, it would be useful to add/edit some of this default sub categories - Roll out plan, Checklist Downtime etc
Replace requester based on given criteria
Hi, We have the following scenario: One user sends us e-mail / creates a ticket on behalf of another user. Is there a way to script the change of the original sender / requester of the ticket created based on certain criteria, ie subject contains the
Last updated time - release notes
In the release notes it states: The Last Updated Time field will be updated only when technicians reply to the request That does not appear to be true. If I create a new test request and edit it - it updates the 'Last Updated Time'. If I add a note to
Images not displaying in conversations
Build 14202 DB MSSQL
Specific group
Specific group need to add Ticket should be assign in IT engineer name Regarding SLA
Save button appears/disappears on the Generate API Token page
Ive tried from my own SDPadmin/Domain account to change my API token, i see the generate and cancel button but briefly the save button at the bottom of that new popup window disappears. So i tried to edit my previously mentioned technician account by
INVALID_CSRF_TOKEN in Widget SDP
Hello everyone, probably someone can help me to fix the issue with SDP widgrets. I have a widget, whch succesfully get information through API and provide a list of equipment of currently logged on user. Also i created button for this user in same widget,
Subcategories
Hello, I would like to know how I can select my subcategories in the service desk interface. I need to extract reports by subcategories already created, but I don't know how to add to the interface which subcategory belongs to each incident.
Subcategories
Hello, I would like to be able to add sub-categories to each issue in order to be able to extract reports. I have already created the subcategories, but it does not allow me to select them to assign them to the incidents. How can I select my subcategory
More rows in reports
I feel like I'm probably missing something obvious but I have a couple custom reports, however, when I run the report I only seem to get five items per page. Is there a way to increase this number, I can't seem to find something obvious.
Survey Link
Hi,
I changed the server SDP and after that the Survey Link is not working.
When you click the link, it is loading the composite page of the hyperlink + Alias URL address.
Did any updates bring about this? On the previous server that is not upgraded, this does not happen.
Could you help me?
Masterclass 2023: Episode 4—Optimize IT budgets with a comprehensive IT asset management strategy [May 24]
Dear Customers, You and your IT team are invited to join us for the fourth episode of our ServiceDesk Plus Masterclass series. In this episode, you will learn about the various aspects of an efficient asset management practice using ServiceDesk Plus Cloud.
14301 and dark mode colors
Hi, According to the release notes, the custom colors feature should now work in dark mode also. Has anyone had any success with that? We see absolutely no colors (configured for priorities) in the request list view in dark mode. Works fine in normal
Request created with empty subject !
Hi all We are facing a problem when creating a new request from the service template, sometimes after creating the request, the request is created with empty subject and some fields are also empty, such as the DueBy date Thank you Any help would be appreciated
Self service portal: template for 'requester reply mail to technician'
n the self service portal a requester can make a request. The technician answers the request. After that the requester is able to reply to that message in/from the self service portal. When the requester hits the reply button the template of the email for the technician appears. (Organisation Details -> Notification Rules -> email templates: Reply request template.) From the SSP perspective that is strange. The technician template contains text and lay-out that addresses the requester. It starts
Notification Rules > Reply Template - $Subject variable behave different if in Subject Field or Body Field
Hi, Just upgraded from Version 11.1 to 14.1 14105 and we are having seveal problems with Subject email template: Sometimes we need Second Level support (external supplier) and we foward the ticket to them and their system replies adding into the end of
Time Tracking?
Hello, we are interested in this product, but we need Time Management. I see that the MSP version of the software has Time Management features, but we are not an MSP. We need the ability for our engineers to track time on tickets, projects, requests,
PDF Export in Russian
Hi! I'm trying to export some reports in PDF and that's I see As you can see there are only English characters in the table. In XSL, Print Preview, HTML exports - it's ok. Can you help me?
SDP Notication when attachment is dropped
Hello to all, when a requester submits a ticket with a file attachment larger than 10 MB, they receive a notification that the attachment was dropped. Where can we customized the text of notification? is it possible? Thanks in advance
Share Request API
Hello, I'm trying to write a script to share / un-share request on ServiceDesk Plus using API and PowerShell. I can't find informations about share request API into the documentation, but following this old thread (https://pitstop.manageengine.com/portal/en/community/topic/share-request-using-api)
SAML SSO on index page instead of having to click Log In with SAML link
Hi, Is there a way that we can have the SAML SSO page show up when a user navigates to SDP instead of them having to click on the " Log in with SAML Single Sign On" Perhaps we can have a back door if we need to login with a local account as well. Regards,
way to create a table in service request form
Does anyone know of a way to create a table like format in a service request form? Trying to provide an easy way to request more than one 'request' in one service request. Something that would accomplish same goal as below: Userid Environment Role Access Type Userid1 Production Developer Read Only Userid2 QA Tester Read Only Userid2 Development Tester Read
Update to latest build
Hi ALL We have SDP 11.1 Build 11122 and want move to latest stable build. What is latest stable build number ? What is best way for update to it ?
Next Page