Announcements - User Group
HI My users are creating announcements that they only want technicains on thier team to see. So I created user group 'test' with only one person in it and I create an announcement and filter by choosing his user group 'test'. I create the announcement and everyone can see it! Only techicians in the 'test' user group should be able to see it (one person). But everyone can see it. What an I doing wrong?
[Term of the Day]: API
Term of the Day “API” Definition — What is API? API stands for Application Programming Interface, which is a mechanism that allows the interaction between multiple applications using a set of rules. API is popular nowadays, it can be found in almost every application. In the helpdesk environment, it acts as a bridge between applications and allows to access the features or data of other applications or services through a set of functions and procedures. Once the helpdesk is bridged with other
Request ID rest for new instance
Good day, we have several instances within the system, ServiceDesk Plus, I wonder if we can reset the request ID to start from 1 for example for each instance..! Habtoor KFUPM
Purge Site Info
From the very start of my organization using ServiceDesk, we misunderstood Sites and how they are used. Our AD Sync has created close to 300 Sites so far. That option has been disabled now so no new sites should be created from AD. But before I can add or build upon what we have in ServiceDesk, I need to purge all site information from Users/Assets/Request or where ever else it may be found. I've created additional fields for bother Users and Assets named Location and have moved our Site info (Its
Service Desk Plus MSSQL query Last Update Time - Blank Last Update Time Field
I'm writing today to see if I can get some help with a MSSQL query that is working pretty well. You guys helped me with this awhile back. I having a bit of trouble that I'm hoping you can fix really quick. In the query below how do I change it so that if the last update time field is blank to be the created date instead of the '19700101' I know that I'm close with dateadd create date but can't quite get the syntax right. Thanks Tony Blandin SELECT ti.FIRST_NAME "Technician", wo.WORKORDERID "Request
[Community Digest] ServiceDesk Plus - May 2020
Here is the monthly rewind for May 2020! Version and Build releases: We had 3 build releases 11113 (Released on 05 May 2020) 11114 (Released on 08 May 2020) 11115 (Released on 19 May 2020) check this link for more details Product highlights: Behaviour Changes : Custom Settings button in scheduled reports will be displayed only for users with SDAdmin access. Going forward Purchase Request / License Agreement additional fields can only be added from the Admin tab and not from the Purchase
Service Desk no se inicia en Azure
Alguna solución al instalar el Service Desk Plus Standard Free en un equipo Azure con windows 10 ya que no me permite iniciar la instancia, deseo probarlo y ver si funciona en un equipo de estos, gracias por su ayuda por que
Create Phonebook CI
We have a phonebook software In order not to have island software, we wanted to create a new CI as a phonebook in Servicedesk. What is your solution?
Get Request via SMS
Hi, How we can get users requests via SMS? Also how can notify users by SMS?
Survey permissions
I have several managers that oversee a group. I'm trying to find a way to give them permission to this use the https://servicedeskplus/SetUpWizard.do?forwardTo=surveyreports without giving admin permissions, under reports
[Term of the Day]: ITA
Term of the Day “Information Technology Assessment” Definition — What is ITA and its purpose? An IT Assessment is the practice of gathering information on part or whole of an IT network infrastructure and then presented in a detailed report. This report typically analyzes the current state or health of technology or services and identifies areas needing improvement or prepare for some type of system or application upgrade. This can be performed in-house or outsourced to an IT vendor. This includes
HOWTO: Technician replacement
We have a specific use case: One of our technicians is replaced by a new employee. What is best practice to get all tickets to the new technician and remove the old technician? More info: * Latest version of ME * AD sync * 5/5 technicians in use
Which Database is best suited for SDP? MS SQL or PostgreSQL
Hi, if you have a choice of MS SQL or PostgreSQL, which database would you run with SDP software and why? Thanks for helping.
how to generate API Key
I can't find any button or action on generating the API Key in "Users & Permissions" -> Technicians
How create ticket report that contains temporary value ("wait for" status)
Does anyone could give me a tip about how create report that shows tickets with "wait for" status ? I mean, status that was assigned in process of resolution but then was changed to any different status that appropriate for closed ticket. On attached screenshot u can see working history section that has Time Elapsed Analysis section where able to see - does ticket has ""wait for"status and how long.
[Blog] Why switching from Reactive Maintenance to Preventive Maintenance strategy is Remunerative
A famous one-liner quote explains everything about Preventive Maintenance Strategy, "Prevention is better than cure" Preventive Maintenance is a procedure devised to avert failures and extend the life of infrastructure, machines, software, facilities and various other entities. This is achieved by anticipating when there might be issues, rather than, wait for equipment to accrue issues. Thus reduces unscheduled downtime and major repairs
Approval API for approve request not work - status code 4007
Hi, I define a new service catalog with two stage approval. 1. Stage One => Reporting to 2. Stage Two => CEO When I want to approve request by API from documentation page, show me this error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4007, "type": "failed", "message": "Invalid URL" } ], "status": "failed" } } I attached my screenshot. What should I do? Or
Editing approval page.
It is required to edit the page, add an additional button in the statement. Where can I find the html template?
Specifying a Site associate with a Contract in SDP
Hi folks, I'm using SDP on Prem Version 11.1.1110, and I'm wondering if there is a way to associate a Contract with a particular site. I'd like to be able to specify that site when creating the contract. I realize I could have a customized field that I manually populated with the list of my sites, but it would be much better and easier to have a relationship, with the options in the drop-down actually pulling from the list of sites available. Is there a way to do this that I'm not seeing? Thanks,
Import SSL / Service Desk Plus 11.1/11112
Your Version : 11.1 Build 11112 HI, I want to add a certificate but I get an error Did someone solve this problem?
My deactivated technicians auto-reactivate every time that domain syncs.
After the last update, my disabled technicians get auto activated when the domain syncs. How can i permenatly disable them? I get license violation error without a reason.
Dynamically change Contents and Labels on Additional Fields in Change Template?
I would like to create 7 or 8 templates for different kinds of Change Requests (for different softwares we use in our office) and use different Additional Change Fields in them. There seems to be a limit of a total of 12 additional fields that can be used throughout the entire Change module. I need more than just 12. I was planning to deal with this by using the additional fields for lists of possibilities from each of the softwares, then using the Add Options/Remove Options in a Rule to make the
Project Task Dependencies Problem
Hello, I am playing with the Projects module. I noticed a problem with task dependency behavior. Task 2 is dependent on Task 1. No matter how much I change Task 1, it does not affect Task 2. A dependent task should be affected by changes to its predecessors. This is effectively rendering the dependency functionality useless! Am I doing something wrong?
Red envelope on requests page ME ServiceDesk Plus
We use 11.1 Build 11104 in requests we have this mail icon which shows how many replies has been added to the request. I am (technician / Admin) replying via outlook not ME ServiceDesk and because of that, number just increases and stays red. If it would be just me, I would take that column off but because it is helpful for my colleagues to see if the request is waiting or in progress I need to find out how do I change it into gray or green without replying from within ME application. Can I do it
API for convert incident request to service
Hi, I import request by XLS file to SDP, but all request imported as incident. Now I want to change some request incident by custom script and API. I wanna to call API from custom script to convert incident to service. I can't find any API for this job. What should I do? Do you have any solutions? Thanks
Creating a Service Catalogue Request from an Incident
Hi We are about to start raising new starter equipment requests from an external HR system to Manage Engine. At this stage we will generate an email into Manage Engine using the @@ parsing functionality to provide the fields, i.e. First Name, Surname, Line Manager etc. (this is tested & working) As that will create an Incident ticket, I would then need to select Actions > Create Service Request & then select the Service Catalogue template I want to use for the equipment request. Question: Is there
Fetch only emails from my domain
How can we exclude emails from external domains from being "Fetched"?
New Request Created when a Request is closed
The only notifications I have selected are for When there is a new request or a reply, And for some reason every time we close a ticket a new request is created. It does not say it is closed either. We have to open the link in the email and it shows that it is closed on the server Any Advise appreciated THANKS
[Term of the Day]: Gantt Chart
Term of the Day “Gantt Chart” Definition — What is Gantt Chart? A Gantt chart, commonly used in project management. The tool illustrates project elements through the chart and it simplifies the complexity of the projects. A Gantt chart is a graphical depiction of a project schedule, the tool assists in planning and scheduling projects. It gives a visual display of the whole project which includes, project start and end dates, milestones, stages, deadlines, relationships, and dependencies between
Notify technician when a request that is shared with him receives a reply
Is this possible?
Export Users list with Username
Hi, How Can I export all users details with their Username?
[Term of the Day]: SAML
Term of the Day “Security Assertion Markup Language” Definition — What is SAML and its purpose? In computing and networking, the Security Assertion Markup Language (SAML), is an open standard that allows security credentials to be shared by multiple computers across a network. It also enables "interoperability" that allows different machines to interact with each other, despite their differences with technical specifications. This makes single sign-on technology possible by providing a way to
Report Users details with Username
When I try to generate report of users details, I can not see "Username" column
[SOLVED] Field Mobile import from active directory
Hi, I have a question. In the user card there are the fields for the fixed and mobile phone. You can do this for the landline phone, but for the mobile phone? You can do it if I create a custom field, but I would have two equal fields. So how can I import the field from the otherTelephone domain controller into the mobile field of the service desk? Regards
Cannot close tasks using API anymore
We are using some powershell scripts to automate requests in SDP. Some of those scripts need to close tasks in tickets. We updated SDP to version 11.1 Build 11105 and since then it isn't possible to update tasks anymore. Something has changed and i don't know wat. The function i use : Function Close_Task { <# .SYNOPSIS .DESCRIPTION Long description .PARAMETER Status Used to send along the status of the task .PARAMETER Taskid .EXAMPLE Close_Task -Status "Closed" -taskid 3423 #> [CmdletBinding()]
[SOLVED] Sorry an error has occurred Unknown error occurred while processing your request.
Hello Team, Recently we have upgraded Servicedesk Plus to newer version from version 10504 to 10514 , 10514 to 11000 and 11000 to 11100 respectively. Now we are unable to generate any reports. The error we got is "Sorry an error has occurred Unknown error occurred while processing your request." Can you please assist us on the same? Following are our server config details: General Properties Build Number 11100 Application Architecture 64 bit Configuration Properties File Attachments Path /opt/ServiceDesk/fileAttachments
update question
If i have several updates that i have missed - should i install all updates i have missed or just the latest one is OK. Thanks in advance
Self Service Portal Customization
Hello to all, is it possible to add an additional button to self service portal? We need an additional button to redirect requester to their own requests. We need something like that: Thanks in advance
How to manage Global tickets
Good Afternoon everyone, I have a quick question about managing Global tickets in Service Desk Plus. Is there a way to close all associated child tickets when you close a Global Parent ticket without merging them together?
ServiceDesk licensing
Hello, Are there only annual subscription to ServiceDesk available (on-premises)? Or license is perpetual, and only AMS is needed to renew?
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