Send notification when priority of ticket has been changed
Hi is there switch that enable notification for technician when assigned priority ( or specific field) has been changed but not necessary to be a specific one. Like low to high or high to urgent, or even urgent to low? Business rule section seems to be not flexible enough for condition part. Thanks, . .
managing Site and User Name when creating a new Ticket via Custom Function
Hi, is there a way to create a Custom Function that reset content of User name text field (Requester) when the item of Site is changed during the creation of a new ticket? Or to keep Site field always not editable? Cause I have a strict relationship between User and Site and I don't want to allow Site changing once the User is defined in is own field Thanks
How are Assets Fields Organized?
I'm noticing some differences between what the asset is designed to look like, and once it actually looks like when adding the asset. For example, in the CMDB - Configuration Item Type (See attached image: CMDB - Configuration Item Type.png), I have organized the fields as I would want them to display when creating a new asset. However, when I view the CMDB, I click my item (In this case, Site) and select new, what displays here is not the same as what displays in the CMDB Configuration Item Type
Restrict Technician to Resolve incident opened by Him
Dears , How i can Restrict a Technician to resolve a case opened by him ? Ex : i am a technician & i opened a case for Group XXX , I need to make restriction not allow me to resolve the incident . thank you
Copy Change - Retains approval status
Hi When a change is copied, if it is an approved change the copied change also takes with it the status of approved. How do I prevent this from occurring as circumvents the approval process. Regards Mike
Technician Name as tech firstname and tech lastname variables
This request goes back a long time, but it continues to slow us down. We use standardized templates for replies to requests, and we have to manually go in and delete the last name. The reality is, we want to reply informally with "Sincere, John." But we can't and instead have to live with, "Sincerely, Doe, John" or edit every reply to erase the last name. Thanks, Adam
GDPR anonymize
Hi all, has anybody successfully used the GDPR functionality to anonymize users being deleted? We cannot seem to get it to work - user names are still shown as before Kind Regards Michael
Mandatory fields when closing Requests
Hi, Is it possible to add an additional mandatory filed for when closing only certain requests? So for example, all of our current requests require the same fields to be filled in (Technician, Group, etc) but one of our IT teams requires an additional field to be added but all I can see is an overall option (attached). Can you assist?
SLA enhancement - OLA's, UPC's
Big ask here - can you look at the SLA area and look to add the other elements of managing the Service Agreements with the business. I believe in V8.0 the SLA side is being enhanced to tie in with the Service Catalog which sounds interesting and exciting ( as Service Level management can be!! ) To have a way of managing the relationships inside IT, with the requirements for the teams to turn around work within a given time that fits inside the SLA, that way we have the OLA's We would be able to report
Can't close the banner Login Details when log on the web interface.
Dear Everyone, I just build successful the ServicesDeskPlus and when i log in the first time,i saw the banner Login Details with information User name Administrator and Password default Administrator. I click to close the banner and reload the web page i just saw the banner available. Who help me how to close the banner forrever. Many thanks everyone... and hope recevice your help soon!
Automatically reject changed based on time frame
Hello, I'm implementing the change module of Service Desk Plus. I'm looking to create a customer action or rule to automatically reject a change if the creation of the change is less than 2 weeks from the requested change date. Any ideas?
Configured hourly rate for technician working on Project, but it doesn't calculate the rate vs time spent
Dears, I've configured hourly rate to several technicians, however the reports are not generating the cost based on the time spent of the technicians. The actual cost field seems to be a manual field, which is not really useful. Should be a calculated field based on the time spent, and maybe another field for acquisition of materials and services. I'm trying to implement this module in our organization, and having a way to quickly identify projects running costs is a great selling point.
Is there any risk to restoring postgres database to a previous snapshot?
We have a situation where a technician accidentally merged over 50 tickets into one. We have a third-party backup solution that takes daily snapshots of the postgres database and the filesystem. We are considering restoring the database to the snapshot from the previous day. Is there any risk in doing this? The Servicedesk backups are monthly and we would lose too much data if we use the built in restore utility.
Change Management Automatic Escalation
If the CMR request not approved in specified days e.g. 2 days, then, the request should automatically get escalated to next level for the approval (3rd stage). Is this possible in Change module?
Customized Email Notification for Tasks Assigned
Is there a way to have an email sent to a technician when a task is assigned to them only if the scheduled start date is populated? We do not want the email sent until a scheduled start date is entered. The default task email notification "email the owner when a task is assigned" is not helpful when there are multiple tasks added to a request from the templates as they need to be edited and the specifics added. There can be a lag between the task added and edited especially if the start date is out
Managing different versions of the same Software
Hi, Im trying to get SDP to manage some software, we have a number of versions of the same software installed across the estate. The software licensing is per mailbox so I have created a license for the latest version and the completed the downgrade product to be the next version down, but with a license set as individual I will have to add 1000 individual licenses which isn't going to work. So I tried to create a Suite and added the two versions of the product in there, this seem to work and showed
New User Form Logic
Hi, I want to add more intelligence to the new user form, essentially I would like HR to fill in information for new hires, they input the name, position title and then select from a list the department in which they are to commence work and the date of their commencement. I would also like them to be able to select the new employees reporting manager via lookup. How do I add the following; 1. Field to lookup new employees reporting Manager 2. Drop down list to select Department 3. Workflow to send
Adding custom technician fields to the requester template
I've created custom fields in the technician incident template. When I go to add them to the requester template they are greyed out. Is there a way to add them to the requester template so the requester can populate those fields?
Problem with notifications
Hi, We have a problem where some notification emails doesn't get sent from SDP and logged in the request conversation. The notifications are working 99% of the time, but everyday a couple of notficiation emails doesn't get sent. We have made exceptions in our AV and the mail settings are the same as in our Outlook client. SDP 9335 and MSSQL. Checking the logs at the exact time of the error i find this: [13:01:09:384]|[04-19-2018]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[176022]|:
Cannot Open Pending Tasks in Dashboard
Hello, it appears that we are unable to open any technician's "Pending Tasks" from the dashboard menu. We've tried on both Google Chrome and IE with no luck. It either throws us the attached error message or sends us to a blank page. We are on build 9405 using a MSSQL database. I'm not seeing anything in the log so I'm not sure that would be much help, but please let me know if I can provide additional information. Thank you!
Experience from implementing a CMDB
Hi, We are about to implement a CMDB in our organization and I would like some feedback from other users that have already implemented and are using it on a daily basis. I'd be very grateful if you could provide some material and answer the following questions: Did you at first implement the CMDB in a smaller scale with a limited scope, say for example a couple of departments and a limited amount of CIs? How large is your organization and how much time and resources did you calculate for the implementation?
ETA for next feature update
Hi, I was wondering id there was an ETA for the new features currently in 'Release' in the roadmap? Many of them would be very useful for us already now. Kind Regards Michael
Sorting Option Through Reporting Program
I've ran a couple reports and for whatever reason, the ticket numbers or created dates aren't sorted correctly - meaning that they aren't in order. Is there a way to sort it in this reporting program, rather than trying to export it into Excel and then sort it? Thanks for the assist, HL
ServiceDesk Plus
Hello, I am looking for a meetup group to discuss and learn how to take full advantage of the ITSM capabilities in ServiceDesk Plus as the company is trying to use the application. We are looking to make some fundamental changes to the way that we use Service Desk today. I was hoping that we could get some assistance putting together a plan of attack. We have a system that has been bastardized to fit our needs and those needs never included a concept of ITSM. So, there is no difference between a
Edit the approval page
Hi all, can you let me know if it is possible to edit the approval page that is sent to users when submitting requests for approval. when they click on the link they are presented with a webpage - its this page i would like to edit. many thanks Russ
Invalid object name "ServiceReaq_301"
Hello, We have some problems with our ServiceDesk Plus installation. When I try to delete any asset I get the error below: ServiceDesk Plus version: 9.4 Build 9406 The database is on MS SQL Server 2008 R2 Any ideeas? Thank you.
How to see what PR created a PO
From within the PO is there a way to see what PR created it other than displaying all PR's and trying to figure it out based on description.
Install certificate PFX (extension .p12)
Hi, I have to install SSL certificate in a company. But they have given me a certificate with extension .p12 without me having made the request through the Servicedesk. Is it possible to install it without having made the request from the application? If its installation is possible, should I follow the procedure indicated in the following link? https://help.servicedeskplus.com/introduction/install-pfx.html Thanks and regards, Gerardo
ServiceDesk ITSM Meetup Group - Sacramento, CA
All - Can you tell me if there are meet up groups available in the Sacramento, CA area for ServiceDesk to learn more about using the full ITSM capabilities of the application? We are considering another ITSM application but want to give ServiceDesk a chance before completely changing applications. We are looking to make some fundamental changes to the way that we use ServiceDesk today. I was hoping that we could get some assistance from you on putting together a plan of attack. As I have mentioned
Option to allow Requester to select another requester when opening Service Catalog
Hi Guys, Is there an option or alternative to allow Requesters (specifically managers) to select another Requester on the Requester Name Field when opening a Service Catalog? It's like the requester is opening a Request for someone else. Right now, it's automatically populating or detecting the Requester and i cannot change it. Thank you!
Boot Camp 1: Continual Service Improvement with ServiceDesk Plus
Good day, everyone! We are delighted to announce the inception of this year's instalment of the Boot Camp series today! Service desk managers are stuck with routine firefighting most of the times and they don’t find an opportunity to analyze and improvise their services. In this episode of the boot camp, we will discuss few tips to put Continual Service Improvement (CSI) in action and to better the service desk progressively. To brush up your knowledge on CSI and to learn more, take a quick quiz.
Case sensetive search in Requester field name for cyrillic letters
Hi! After updating from 9226 to 9317 and changing MS SQL database engine to internal Postgres we found a bug - case sensetive search in Requester field name for cyrillic letters. For example, if requester name is "Test" it can be found by typing "test" or "Test", but if it's written as "Тест", than typing "тест" is not an option. This behaviour can be reproduced on demo.servicedeskplus.com
Where Do We Find Annoucements in Build 9406?
How do I make annoucements in build 9406? I just updated from build 9326 to 9406, and I, as an administrative technician, no longer see Annoucements in Home. I tried customizing the Technican Home Page, but Annoucment does not show up in the Existing Widgets either. FYI: As a requester, Annoucement is still on the Home page.
Asset States
Can we add a Asset State called Standalone which will act like Disposed where the Standalone assets will not be scanned. We have lots of standalone computers that are only scanned through Standalone scans. Now everyday ServiceDesk is trying to scan them but they are not on our network so we get errors that Scan Failed.
Set Due by Date as NULL when assigned to specific Groups
Could not find an existing thread for this... Need to set 'Due by Date' as NULL when the Request is reassigned to specific Groups that organize their work prioritization in a separate tool. Was assuming I could use Custom Triggers to do this but I need a little help with it. We are using ServiceDesk Plus Enterprise build 9335 (testing 9405).
Any JavaScript REST API Examples?
Hi all, I'm currently working on an application that will submit a request via JavaScript using the REST API. Has anyone else done this and have any examples?
Incoming Email Field Modifier Triggers?
In my previous job, we used Spiceworks, which had the cool functionality of being able to set the Ticket Fields by putting in specific keywords or values. EXAMPLE -------------------------- Set ticket priority: #priority high #priority low Close a ticket: #close I'm not all that familiar with Python scripting, but I wanted to see if anyone has done anything similar in ServiceDesk Plus? Or is the functionality there and I just can't seem to find it? Thanks! Rick
Duplicate Requesters are automatically created when creating a request by email
Hello, We are facing a problem with ServiceDesk Plus, when a requester submits a ticket/request using email, a duplicate requester with the same email gets automatically created. How can we stop this from happening? Our version is 9.3 Build 9335. Thank you.
Widget question
Hi, Our team have all added a widget to the top left of the Dashboard to allow us to see 'Time spent' on SRs each day. I've two queries about this: 1) Currently the widget shows what sort of requests you have worked on but does not give you the actual hours/minutes spent overall for the day (as it does when you run a report). Is it possible to add this to the widget? 2) We only added the Dashboard on Monday but every morning when we come into the office, the widget has shifted to the bottom left
ManageEngine Licensee mapping
Can I have a report available in the ManageEngine through which I can get the ManageEngine License Usage information. Regards Kumud Mishra 9830742793
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