Page crash
How to restrict adding of notes by users
1. Go to Admin > Page Scripts: 2. Create New Rule > configure if it needs specifically for Technicians or Requesters or All Users and set the Event > Conditions as per your requirement 3. Under Actions > Execute Script > Make use of the below script: ...
Query to find requests deleted by technician
Working on Builds 14500 This report is used to find the deleted request in the application. We can get the data from the Trash and system log viewer. To make any changes to a query, refer to the KB article below. SELECT err.message "System log ...
Difference between resolved and Closed notification
The requester notifications are sent for two status: 'Resolved' and 'Closed' Both 'Resolved' and 'Closed' are default completed statuses. When a technician provides a solution that he thinks will solve the issue, he/she can set the request to the ...
Request missing
Use case: In some cases, requests are missing. We would get the ID number from acknowledgement notification but we cannot find that in the tickets. In such cases, please follow below steps to find out the details. 1. Make sure to check the Request ...
To schedule a status change from 'On hold' to 'Open'
* Go to Self service portal settings (Admin - > General - > Self service portal settings) - > " Do you wish to enable On Hold scheduler when your requests are put on hold? " select the radio button as 'Yes', and save the setting. * Go to a request, ...
Query to show the number of days, the tickets are open_PGSQL
select wo.WORKORDERID"Request ID", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", round(extract(epoch from(now()::TIMESTAMP - ...
Query report to show Open requests without open tasks
PGSQL & MSSQL: SELECT wo.WORKORDERID AS "Ticket Number", pd.PRIORITYNAME AS "Priority", cd.CATEGORYNAME AS "Category", ti.FIRST_NAME AS "Technician", aau.FIRST_NAME AS "Requester", wotodesc.FULLDESCRIPTION AS "Description", std.STATUSNAME AS "Request ...
Disable Send button after clicking on it to avoid clicking it multiple times so that multiple emails are not sent.
Download the attached file and extract CustomScripts.js Replace the CustomScripts.js file that exists under <ServiceDeskPlus MSP_home>/custom/scripts with the one attached and hard-refresh the browser to make the script effective. Please make sure ...
Set default Font Family and Font Size for all html editors
This fix is applicable ONLY from version 10.5 (10500). Set default font is only for all html editors in the application like like incident description, resolution area, reply templates, resolution templates, all notifications and etc wherever html ...
Unable to update any request details fields post 9414 upgrade
Issue: Post upgrade to 9414, none of the fields were able to be updated especially the tickets created through email. Sorry for the inconvenience caused. We have a fix that can be applied in the same build to rectify the issue Fix: Please note that, ...
Unable to merge or delete requests/ Unable to take a backup in new instance
Issue: Cannot merge or delete requests. Also, cannot take backup in a new instance with data. Cause: Any of these issues may occur due to orphan entries present in DB. i.e. when we delete a service category in CMDB, it actually gets removed from UI ...
