SLA for usual and unusual exceptions - How do you measure these in SDP?
BMC Blogs published best practice for creating SLA and one of it is also our challenge with measuring in SDP. Here's the section in https://www.bmc.com/blogs/five-best-practices-creating-slas-itsm-environment/ #5: SLAs should account for usual and unusual exceptions It’s as important to define where the SLA doesn’t apply as where it does apply. Your SLA should define any usual and unusual situations that will hold up IT service processing. Some SLA exception examples might include: All orders will
[SOLVED] Does SDP allow nested functions in query?
I'm trying to execute this: SELECT "resource"."resourcename" AS "Nombre del activo", "productType"."componenttypename" AS "Tipo de producto", CASE WHEN compDefLaptop.islaptop != 0 THEN 'true' ELSE 'false' END AS "Es portátil", "state"."displaystate" AS "Estado del activo", "aaauser"."first_name" AS "Usuario", "deptDef"."deptname" AS "Departamento", "osinfo"."osname" AS "Sistema operativo", "osinfo"."servicepack" AS "Service Pack", substring(longtodate("resource"."acquisitiondate"),1,10) AS "Fecha
Asset List - Filters (Feature Request)
Requesting the following feature for the Asset Module when viewing an asset group such as "Workstations". - Add additional filter for State for "NOT Disposed". -> It would be very useful to see a list of all items in inventory without the need to run a report. - Add another filter so you can select either just a Region or a specific Site -> Would be useful as a means to quickly see a list of all workstations or printers at a given location. I.e.: I need to see a list of workstations in DC so that
RequestLink shows old web server port 8080 in URL, even after changing the port to 80
We have just changed the web server port for ServiceDesk Plus (10.0 Build 10014) using the <<Changewebserverport.bat>> batch in the BIN folder (changed from 8080 to 80) ... worked perfectly for the web interface. However, now when e-mail notifications are sent out about requests, they are still referring to the old web server port ... and thus the Requestlink's do not work.
[SOLVED] people who are technician not shown in requester pull down
people who are technician not shown in requester pull down; but technician submit ticket too
How can i change this message, a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected
Note: Application stability / performance issues may occur when reporting reports that return a large number of records. To ensure application stability, we restrict reports to return - a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected difficulties in creating and sending a daily automatic report, because it presents an error. I would like to know that having this limitation causes you to not be able to create automation and reporting.
onhold afetr a reply
Hi is it possible to put automatically the incident or request in the status onHold when you reply to the requester? thanks Stefano
[SDP] Notification Rules > E-mail Templates for: Replying to a Request
Hello, When a user first submits a ticket, we generate an HTML email to the user as acknowledgement. By default, when we reply to the user within ServiceDesk Plus, the HTML email is included toward the bottom. If the communication is on-going, this HTML can become long and skewed. To get around this issue, we created an E-mail Template for Replying to a Request. This will populate the From:, To:, Subject:, and Body: just fine. However, we would like to include the Sent: (which is the last communication
Email a group when a requester replies
Hi, I am running SDP Cloud, and am trying to find where to configure the option for any reply goes to a group, not just the assigned technician. We are getting a huge number of tickets, so often people are chasing up a request before it assigned to anyone. As the manager, I also want to keep on top of replies from requesters to other technicians within my team. I can't find an option other than emailing the assigned technician. If someone has any ideas, assistance would be much appreciated. This
(SDF-77405)Feature request - Task - Roles
Currently, when we configure a role, we have the role 'add/editing request task'. Will be very helpful if we have these options separated. 'add request task' 'editing request task' This way we can configure better the technician role.
[SOLVED] (sdp 9422) Preventive maintenance tickets deleted, can i find when/why?
We have a scheduled Preventive Maintenance ticket that has run three times now, the first time one of my colleagues picked it up but it is no longer in the system. I do not "know" if he merged it with a previous ticket or just deleted it. The second ticket has also disappeared, i suspect that he just deletes them. There are new requests from our customers that shows that the pmt has not been performed. There is a fourth occurrence that will be triggered this week. Is there any way i can find out
Knowing owner of a Service Catalog
Hello, If we have multiple admins in service desk is there any way to know who created a Service Catalog template? Regards Ahamed
[Powershell Script] Check uptime of Asset(s)
It's a common problem (atleast from my experience) that users don't turn off their PC's and when you ask "Have you tried turning it off and on again?" you can gurantee two things: 1. Their answer is "yes" 2. They're lying. So... I've created a script that pings any asset(s) recorded on a ticket and then either adds a note with it's last boot date and time or its offline status. This allows my team to confirm whether a device needs to be restarted or not without having to establish a remote connection
[Free e-book] Choosing the right chart for your IT data
Building great visualizations is a lot of work, and often times, quite confusing when you have a multitude of chart types to choose from. To help you solve this dilemma, we've put together an e-book to discuss the different chart types, and when to use them.
Can't respond to chat messages
Hello, I can't seep to respond to chat messages in Service Desk Plus. I see them come in, but the response field is grayed out and I get a circle/line cursor when hovering over it.
[SOLVED] Run powershell script after ticket creation
Good day, I kind of have an urgent request for information on how to trigger a powershell script on a certain request template submission. This is going to be for automation for users quitting. Questions: How do I use parameters from request fields in the Powershell scripts? How to trigger powershell script to run on request submission? Since request will most likely be submitted before user termination, I was thinking about putting information in a csv to be processed by a scheduled task. Is there
Date Datatype Selection
We have a New Hire template with a date field for the new employee's date of birth. It would be great if there was a more flexible, user friendly way to choose a date in this field instead of clicking through each year to get to a historical date such as a birthday. It would be nice to be able to have the versatility to scroll through the calendar by months, years, or even decades. See example below... Date Selector UI Example
SDP not Starting
Here is the run.bat result: Server is starting. This may take a minute ... This copy is licensed to 'company name' Could not create connection; - nested throwable: (java.sql.SQLException: Login f ailed for user 'accountname'. Reason: The password of the account has expired.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connection; - nested throwable: (java.sql.SQLException: Login failed for user 'accountname'. Reason: The password of the account has expired.))
[SOLVED] Script to fill in Technician automatically in request form
I am busy making a template for technicians with the purpose of registering 'first line fix' calls that do not need detailed information to be saved. So in the request template almost all fields are pre-filled-in. Technician only has a minimum of info to enter. Now I need a custom script to be used at the template Rules tab that will fill in the name of current logged in technician. The script should do the following simple actions: - Fetch the full name of the technician - Fill in this name at the
Failed to start the server. Please refer logs for more details
root@sd:/opt/ServiceDesk/bin# sh run.sh & [1] 6435 root@sd:/opt/ServiceDesk/bin# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true
[SOLVED] Need a report with "PENDING REQUEST AGE BY REGION"
Hi, we have several "Frequently asked reports" available, but I am having issues trying to create one that provides the Pending Request age by REGION. Is there an option to run this? I have several regions and want to see the age of pending requests. I will need also to create another similar by site. thanks!
Expand My Tasks on Home Screen
Is it possible to expand the description of the Tasks shown on the home screen,and, also include the Task #? Would like to see the full Description: i.e.: TA-1234 HR New User Notification – John Doe (this includes the Task ID) OR Ability to hover over the title to see the full description of the task. With Home as the landing page, should be able to see full description without having to enter the "Show Al"l or go into the Request module to open the task quick view. See the attachment for
Resend Survey
Hi, I see that this is taken up 4 to 6 years ago. However, seems this functionality is not available yet. Is there a way for us to resend the survey? It looks awkward in the report that says 'Not Assigned' in the Survey Report. Thanks to advise. Bing
[SOLVED] I need to make a API Request to assets and get info
I want to make a API call to get asset info. The info I need are attached below:
GDPR Compliance
Which version of Service Desk Plus is GDPR compliant?
Script Master - 13: How to automatically close requests that are in a specific status.
This week's script master post is about using Custom schedules feature which was released in our latest version 9300. The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions(specified in a customized script file) periodically. Each custom schedule can be given Query Reports as arguments to the script file. This enables access to the required data in ServiceDesk Plus through queries. You can even synchronize ServiceDesk Plus data with other third-party
[SOLVED] How to avoid submit duplicate requests
Hi How to avoid submit duplicate requests with the same subject by requester 1? Scenario: a user record duplicate requests (with the same subject ) in one day. Also merge duplicate requests, it will take long time to handle them by technicians. There is a script or way to get the user's request status for a specific subject in today? When he/she try to submit a new request with the same subject, How to avoid submit duplicate requests with the same subject for the user!?
Unclean shutdown of previous run. PPM Installation failed
Hi, I am getting the errors 'Unclean shutdown of previous run' and 'PPM Installation failed' when trying to start SDP. Any suggestions as to how to remedy this would be appreciated, I've attached the log output as well. Thanks and Regards, Geoff
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
Temporary tasks
Good evening all, I'm trying to find a way to essentially create a temporary task or a reminder task. As an example, if we have someone who is unable to perform their regular duties due to injury/other reasons we move them to a different department to help out. When they move to the new department, their permissions get changed on various software to allow them to perform the new role. The issue that often happens is these permissions don't get removed when they return to their regular duties.
Loan Feature
The ability to loan items with a check out check in kind of thing. Maybe?
Report with time spent
Hi, I´m trying to create a custom report to show the below informations: Request ID Technician Category Subcategory Item Total of Time Spent in each request (sum of time taken to resolve) But I dont have all these fields when I try to create a report. Could someone help me to create a query report with these fileds? (MS-SQL) Thanks a lot Paulo Santos
Tickets created by API are setting the wrong requester name
When I create a ticket via the API, the requester is the API-key user instead of the requester I specify. Example API : $CreateTicket = @" <API version='1.0' > <Operation> <Details> <parameter> <name>requesttemplate</name> <value>Replacement Mobile Phone</value> </parameter> <parameter> <name>requester</name> <value>requestername</value> <name>Status</name> <value>Wacht op antwoord</value> </parameter> <resources> <resource> <title>Choose Your
Need help figuring out how to classify assets properly
Hi folks, I need help classifying assets when entering them in the PO module. I'd like to do it properly, but I'm just not sure how to go about it. Here is the example: I have a quote form ManageEngine for purchasing DesktopCentral. The quote contains two items: a) 85511.0S3: ManageEngine Desktop Central UEM Edition- Subscription Model-Annual subscription fee for 225 endpoints and Single User License (1 item) b) 85510.0SU2: ManageEngine Desktop Central Addons - Subscription Model-Annual subscription
Incorrect sorting in inline editor [SD-77313]
Found a sorting bug in inline-editor when working with multi-select fields. How to reproduce: Create multi-select field with some values. Sort it manualy in correct order. Save. In the request, enter to inline edit mode by clicking on fields. And now, values sorting order is different from saved order. In full-editor (button Edit on top) sorting is correct, as well as in the request preview. P/S/ SDP 10.0 Build 10013
Re-open incidents upon non-requester replies
We've noticed that when other users that are not the requester but are included in an email conversation of the incident reply to an incident, it does not re-open (but it does re-open when the requester replies). Is there an existing setting/feature to change this behavior? To have an incident open when someone replies to an email even though they are not the requester of the incident?
GET_REQUEST_FILTER issue
I found an issue if I am using "&" in Custom View(filter) the Rest API does not recognized it. How to solve this ? The post url: "http://servicedesk.XXXX/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS&TECHNICIAN_KEY=XXXX-XXXX"
Can we see requester's approval log?
Is there a report, or somewhere within Requester's detail, we could view what approval has been approved (or rejected) for this particular requester.
Delete Announcements by others technicians!
In Servicedesk plus when admin make a announcements, others technicians can completely delete announcements , Why?
Technician replies are not getting sent to requestors
SDP Support is forcing me to use this platform for support rather than try helping me resolve the issue. I'm still evaluating the software, and I'm already having a hard time to get real support. Anyway, hopping someone can help me with this. I finally resolved the issue with mail fetching. SDP can connect to the mailbox just fine. No issue with fetching or sending initial emails (ticket assignment, acknowledgement email). Now SDP is not sending replies to the requestors. -External user sent
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