Set 'Last update time' for technician created requests
Hi, We do a lot of drop-in support and so it is very common for technicians to manually create requests on behalf of the user. At the moment these requests get created with a "Last Update Time" of "-". This means that they invariably go to the bottom of the request list (as we like to have them sorted by update time). It would be really useful if when these requests were manually created the 'last update time' was set (as the same as the creation time) Thanks for considering!
Preventing Request Receiving by email from Particular Site
Please advice, is there anyway to prevent requester to send request via email from the particular site. We want that particular sites has use template from the service catalog
Is there an anonymous self-service portal in ServiceDesk for creating and tracking requests?
Hello. Does ServiceDesk have an anonymous self-service portal for creating and tracking requests? Sincerely. Igor Stepanenko.
Windows Domain Scan produces error: User does not have sufficient privilege.
I am performing this task from the SDP administrator account and I am using domain admin credentials to perform the scan. I can't figure out why it will not initiate.
Cannot assign project tasks to Groups
Dears, I'm not able to assign a task to a group, but only individual in the group module. Some project tasks require services from teams in general, not necessarily individuals. Could you please clarify if it's possible to assign a project task to a team, so that whoever is available works on it? We are using version: 9.3 Build 9326
Query Report Not displaying all ServiceDesk Info
I'm running the below report and getting results but only showing one of the 2 groups we have and only showing 1 of 4 priorities, I can't work out why it's not displaying everything. ServiceDesk 9.4 9400 MS SQL SELECT qd.QUEUENAME 'Group',pd.PRIORITYNAME "Priority" , convert(varchar(10),(avg(woh.operationtime-wo.createdtime))/1000/3600)+':'+convert(varchar(10),((avg(woh.operationtime-wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(woh.operationtime-wo.createdtime)))/1000%60)) as Average_Resolution_Time
need to edit log on to list
Hi, i need to remove the log on to list for the login, can any one please help me.
Automatically create incident
We have scheduled meetings with our customers weekly so would like the ability to automatically create incidents on a schedule. Anyone doing anything like this?
Send email with ticket info through custom triggeradf
Hey guys, i am looking to send a custom email to a distribution group when a ticket priority changes to escalated general. What is the best way to do this? I do need the description to be part of the body of the email which is why i don't seem to be able to accomplish this through a business rule.
Servicedesk Integration with SMS server
hello Team, I will like to integrate my servidesk plus with an SMS server, is that possible. I want to be able to send out SMS like the Email alert servicedesk plus currently support.
Variable for Technician's Phone number
Hi, Is there a content variable that I can use in Notification templates that will give the Technician's phone number?
Update from 9014 to 9402 - is safe?
Hello, I need to know if it is possible to do this. Or if I have to respect intermediate steps. regards. AK
Update 9014 to 9402
Hi Please Help me, for update 9014 to 9402. Can you recommend the steps to follow? regards. AK
'on hold' schedule status change option in reply
Hi, I love the 'schedule status change' option that you get if you edit a request's properties - this lets me set a request to automatically re-open at a certain point. However, the most common time I want to change a request's status from 'open' to 'on-hold' is when I'm replying to something the requester has said (either the original request, or a conversation item). It would be really useful if when you change the "Update request status from "Open" to "On-Hold" after reply sent" dropdown in the
Task to the certain technician
Hello! Can I create a new request via e-mail to the certain technician? Thanks.
Tech Availability Chart: Managing Team Members
Curious to hear how others are using the chart to view team member availability for projects/tasks/tickets etc... We have 100 techs across the organization split into 20+ support groups. We are having our PMs/TLs/Managers use the chart to plan out work but with how the groups are separated (ex: application support teams, system support teams, functional teams, etc) it's becoming harder to get 'one' view of everyone. To try and eliminate unneeded techs/vendors, we created a generic support group
API and update requester fields
Hello! I need change site for requester by API (powershell/python) How i can do it?
Technician is not showing in the technician list in Service desk plus
one of the Technician is not showing in the technician list in Service desk plus, but technician login is working, please guide me how to show that technician service desk plus 9.4
Reply Template Duplication
Hi all! Hopefully I'm not asking a frequent question, but I couldn't find this issue mentioned anywhere: When replying to tickets we have a standard template, but when closing tickets we have an additional reply template that we use. The issue is this template just inserts on top of the standard reply, rather than replacing it. Is there any way to change this? Many thanks, Jack.
Script Master 22: Auto-create worklog and change status of requests
This week's script will address the requirement provided by @Ashburn Finday in the below post, https://desk.zoho.com/portal/manageengine/community/topic/incident-template-with-pre-filled-worklog
Report - Task Scheduled End Time Violated by Technician of selected group
DB: PostgreSQL Report Requirements: Chart Type: BarChart 3D X-axis: Technician Y-axis: # of task with scheduled end time lesser than today Filter: Group = Service Desk Schedule: Daily Is there a way to create such a report similar to SLA Violated requests by Technician?
survey participant percentage
Hi, can you please help with the MSSQL query to fetch survey participant percentage in SDP. Thanks Much.
Email individual technician when request is assigned
Several of our technicians have requested that they be emailed when a request is assigned to them. I see an option in the settings called 'Alert technician by email when a request is assigned', but there is no option to pick which technicians this setting will apply to. From reading the forums and other ServiceDesk Plus posts, it sounds like this setting formerly would email every technician instead of only the technician the request actually was assigned to. Has this functionality changed? I hate
Automate Task Creation based on Calendar
Hi, Is there anyway to automatically create a Task based on the time of year ? Everytime there is a Bank holiday we have to perform some work, usually 5 days before. Does anyone know if there is anyway to script a task being created based on the bank holidays you add to the system ? Bank Holiday -5 Days etc. A
Gantt Chart PDF export fail
We're receiving an error message when trying to export a project gantt chart -- testing in safari and chrome with admin user: v9335
Problem with Translations
Hi all. I'm having a problem. Im trying to translate the Asset States (they cant be modified or renamed), to spanish. I go to "Translation", I look for the word "Disposed" and change the name to "Desechado". Then, I requested the restart of the server (first we tried to restart the service but it did not work, and then we tried to restart the whole server), but when we entered the SDP, the State of the assets is still the same. Thanks in advanced. Regards Facundo
Report Query to Show when ticket is updated
Hi We are running 9.3 Build 9308 I would like to know if there is a query which can be run to display a list of tickets that have been updated on a given date At the moment i only know how to create a report to show the number of tickets either opened or closed, but i want to see if there is a way to show the number of tickets updated, i.e. tickets that are already open, have been worked on, but are still not complete I am thinking i need to use the WorkOrderHistory but wouldnt know how to write
Custom Trigger When Urgency Set to Escalated
I am looking to send an email to a distribution group whenever the urgency and priority are set to Escalated General. I am guessing that a custom trigger will accomplish this with the correct scripting. My scripting skills are rather lacking. Has anyone else accomplished this?
Deleting tickets
Can I restrict my technicians from deleting tickets?
API V3 SDP Version
Hi all, is there an overview of what SDP Version we need to get the support for the V3 API. Even better if the overview included the different V3 Features? Unfortunately i can't find anything in the Forums / Knowledge Base. Thanks in advance, Alex
How to get Project Tasks in Tech Availability Chart
Can anyone advise me how to configure project tasks and changes so they appear in the Tech Availability Chart please?
Request Catalog Form Designer Assistance
Hi all, I'm currently playing around with the request catalog form designer. Is there a way for me to create my own subheadings, such as requester detail? (see attached) An example being for phone access, other hardware or software etc. Thanks in advance Brett
Service Desk questionnaire
Hi there, when defining survey questions I can only see the option to answer from a multiple choice perspective. Is there a way of creating a text field to allow somebody to leave a comment rather than having to pick an option? See attached
Uninstall SDP on Ubuntu 16.04
Hi, I hope someone can help as I'm going around in circles. We currently have SDP installed on a windows machine 9.3 build 9335 running on MySQL. We are planning on Migrating to a new server, Ubuntu Server 16.04 Linux. I've installed the latest version the Linux server which all works. I then tried to change the database to MySQL but found out it is not supported anymore. Next step was to upgrade the Windows server to get the builds inline. 9335 is the highest we can do due to not supporting MySQL.
Request ReOpen Rules
Does this General setting, for ReOpening of closed tickets, follow Operational Support hours or is it a separate timer? For example, we have it set to 2 days and our operational hours to M-F 8-5pm. If a ticket is closed on Friday afternoon - will this reopen setting trigger on Monday or on Tue/Wed based on our support hours? Reopen the same request within 12345678910 days from closed time. Else, create as a new request.
Suggest answer - Insert Video Guide
Hi Is it possible to insert a video directly in the suggested answers? I have seen that it is possible to insert files and links but is there the possibility to publish a video like the presentation of ServiceDesk Plus? Diego
Report to detect if AntiVirus is installed
Hi. Newbie here. Looks like I have to write a custom report to see which workstations do or do not have antivirus installed (McAfee). Can anyone share a custom query or direct me to the right place on writing my own? Thanks.
Schedule LDAP synchronization with SDP
Hello Community, I have two domains synchronized in SDP with the LDAP option, but I need to program each time they are updated. Is it possible? How?
Custom Script Help
I would like to create a custom script that stops a request from closing IF: Level is "Technical Problem" AND The request has not been associated with a change Any help would be appreciated! Adam.
New Installation on Linux Missing MySQL option in CHangeDBServer
Hi, I've been running SDP for awhile and now want to move it to another server. the server in question is Unbuntu Server (Linux), currently running under windows on MySQL. The installation has worked fine so far and I run SDP as it stands, the issue is when I run "sudo sh changeDBServer.sh" the windows pops up but only offers me PostgresSQL Server SQL Server No MySQL. On the windows server it offers me MySQL fine. The Linux server is running MYSQL fine as I have other databases running on it. Firewall
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