Episode 3: Build life cycles and workflows with a visual builder to standardize processes (October 27)
Hey there, The third episode of this season's Masterclass series is arriving soon! In this session, learn how IT teams can visually track various ITSM practices like incident management; service request fulfillment; and change, project, and release
Custom report - Requests inflow
I would like to build the Dashboard report "Requests inflow by time" by my own via custom report to customize and schedule the report. How could I archive this?
Automation with AD Manager - Asset Marked as Disposed in SDP
Hello, Is there a way to setup an automation with AD Manager, where the ServiceDesk marks the asset as disposed in the Asset module, and then talks to AD Manager, to disable those computers and move them to the Disabled Computer OU? Also is there a way
[SDF- 105057] Change Contracts listing colors
Hi All is there any way to change the contracts lists color so when it is expired from the landing page of CONTRACT it will show red if its active it will be green
[SDF-103905 ] Report / Custom View Date Filters (Today, Yesterday etc)
Hi, Would it be possible to be able to create a Custom View against Created Time: 'Today', 'Yesterday', 'This Week', 'This Month' etc. When you do a date filter on a report you can select However when you create a Custom View you can only select a specific
Report Request - Solutions
Hello, Is it possible to get a query for the following report for Solutions please? Solution ID Solution Title Solution Views Created On Created By Topic Name Solution Status Public Status Many thanks, Lisa 13.0 Build 13005 SQL
How to work with dates and reporting
We're using SDP 13001 with SQL Server. We are needing to create some query reports as the report wizard is a bit limited for our filtering needs. How do we work with the dates? They seems to be stored as BIG INT and I'm not quite sure how to convert those
Can't create approval stage and send notification
on version 13.0 professional, there is a script sample out of the box. when I use it, error message says ADD_APPROVAL_STAGE is invalid operation name. Reading documentation I can find other samples, but all of them fail too how can i create a stageOne
Change domain Admin pwd
Hello we have just changed daomian admin pwd in active directory and i am not able to login anymore to servicedesk, i think is becaouse we integrate with active directory and admin users are from ad aswell, I tried this proceudre without sucess, any idea:
Custom report help?
I'm a newb with reports and am having zero luck... hopefully someone with more knowledge on ServiceDesk+ reports can assist. Starting with the basic report Simple Matrix report "Time spent by each technician on request" I would like to add the following
Filter data only over a month
Hi Everyone, I'm trying to make a report that only uses data that is over a month old, how can I do this? Thanks!
Disable security score pop-up
I am trying to figure out how to permanently disable the security score pop-up at the top of the page when a technician or admin logs in. I am working on a first time deployment and thought it looked like a good feature at first; however, after reviewing
Incoming mail stopped working -nothing has been changed / updated
Can you please advise on what may have stopped incoming mail from being received – no changes made to either the email account or ME during this time I have reset the email account password and can use that to log onto the email account web portal so
Change the sender from an email
I wanted to know if it was possible to set a sender other than "servicedesk" for a specific mail notification. Thank you
How to use Recommend Template?
I'm trying to use the Recommend Template function introduced a while ago. While I appreciate the Tips & Trix showing how to make a button, it would have been far better if the link was generated with the Template name instead of the entire URL. Also,
Change default Asset state when user account deleted
Hi, Can you please confirm if there is a way to change which Asset State an asset is moved to if the user assigned is deleted? It currently goes to In Store but I want to change that to a different state as this doesn't work for us. Anyone know if this
Custom Ticket Submission Reply Template
Good day! So by default there is a single reply template for all requests that come into our IT Service Desk. We are expanding to include our Finance team as they would like to leverage this solution. We did not want to create a separate instance for
Troubles with Mail Fetching
We began experiencing issues with mail fetching today and it appears it was the result of the depreciation of Basic Authentication within Exchange Online. As a result we are receiving an error message stating: Mailbox is not accessible : "Incorrect username
Closing Properties
Does anyone know how to remove all of this fields and leave the Resolution only? It suddenly appeared, though I was configuring something Now: Before:
Disable check for Internet Connectivity
Is there anyway to disable the check/warning for Internet Connectivity from SDP? If that isn't possible, is there any way to hide the warning banner permanently (not temporarily using "Remind me later") I have an instance running in an offline environment
Javascript CORS Policy Issue
Hello, I have tried looking for previously posted topics on this but have not found any that deal with my issue. (Reference) We currently use ServiceDesk Plus and SharePoint on their own domains. I am in the process of trying to build minor functionality
custom report - logged time per technician per project/ticket // per month
Hi could u please help me write a custom query for our windows installation with MYSQL. I'm looking for a report that gives me an overview for the work logs per technician be it Project or Request. TicketId or Project ID + Title Work log end date. Technician
No more access to ServiceDesk Plus after Basic Auth deactivation
Hello together We have taken over IT from a company that neglected to make the switch from basic auth to oauth. We now have the problem that we can no longer log in because the verification mail is not sent after login. We get an error message with "Unable
How to add new query report to a dashboard?
How can I add new query report to a dashboard?
[SOLVED]Help with custom script 😅
Hello, Nice to meet you all. I am trying to change automatically a field depending of the first letter of another field. I tried this but it is not working: var x=$CS.getText("GUDF_CHAR10"); if (x(1)=S); $CS.setValue("GUDF_CHAR18","S - FW19 - 55"); if
[SD-102719] Strange problem with integration between ServiceDesk Plus and Desktop Central
Hi We are running the latest SDP and DesktopCentral versions (13002 and 10.1.2138.15). Our integration is working and is ok according to the tests. However, when trying to use the "Desktop Central" menu it downloads a file "softwarenames.txt". This was
How do I grant another technician access to the ESM Directory?
I can't seem to find the location where I add a user to be able to administer the main ESM directory? Can someone help?
Expanding what is considered an 'update' for Last Updated Time metric
Is there any plan to expand the changes that would be considered an update to the Last Updated Time field? Another post mentions: "The last update time will be updated based on Request edit, Reply to requester, Adding/ Editing of notes or Merging of Requests." We would benefit from work log entries and emails sent/received in the ticket (to anyone, not just the Requester) also being considered an update.
Integration between SDP and Wrike
Hi, I was wondering if anybody managed to integrate SDP with Wrike or knows if that even is possible?
How to move from purchased Desktop Central integration to ServiceDesk supported Desktop Central
Hi, I think I understand that the native Service Desk plus relies on an install of Desktop Central for agent services? We have been using integration with a paid for Desktop Central for a time and have now moved away from Desktop Central, with only an
[SDF-99682] EWS Deprecation and Microsoft Graph
As we're switching over our email authentication method to OAuth form basic, it was noticed that only EWS is documented in SDPs set up guides. Members of our IT department have expressed that they would like to know if Service Desk Plus plans on supporting
Report that shows amount of time from creation to close.
Good day, Reports are being asked for that need to show Work order ID, technician, site, subject, date open, and date closed. Specifically, though, I'm being asked for: A list of the last 20 tickets that were closed within 24 hours. A list of the last
Technician Reports
Hi There, We are using Service Desk Plus 13.0 We are trying to generate a report which shows all of our technicians. We need to know when they were added as a technician, when they last logged in, their email address and their reporting manager. Any
How to lock Subject field
Afternoon, We are creating many templates within the application and I need a way of locking the "Subject" field so that when requesters are logging a request they CAN NOT edit the subject field. Can you please advise how I can achieve this.
Stuck using v1 API to add a reply to a ticket
For our org, sometimes we will put a ticket on hold while we look into a fully reply/resolution to their query. We will send the requester a brief reply along the lines of "Thanks for the information, we're looking into this and will reply asap". Sometimes
Changing DB server not working
I changed DB server through these steps shutdown SDP changedbserver start sdp but when i try the check nothing happens on MSSQL although the database was created but to activity is happening. as if the data is still storing on postgre
CC e-mail addresses are not added to e-mail id(s) to notify field
Hello I just noticed if a ticket is created with mail to ticket, the CC e-mail addresses are not added to the E-Mail id(s) To Notify field. Was this not different in the past? How can I fix this? Thank you very much.
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's)
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's) I have Used the Below Script i am Getting Output as But Approver are Inserted. but it shows Success. Kindly help. Please contact
Query Report: Violated SLA Requests violated by technician
Hi, I need to report from Requests that SLA is breach by technician name and mobile. Like this: technician Mobile violated requests ids John Doe +13322554499 106,125,130 Sara McLin +15588997744 100 Jack Been +17744558899 170,161,101,152 What should I
Chats not seeing agent online
Dear Community, Im doing testing and trial for servicedesk plus, installed in our premised and behind NGINX http reverse proxy. For portal access we dont have problem, but for chats i cannot see agent who is online and send messages. Is there any specific
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