Send notification to owner when task is overdue
I have requirement of when task is overdue, it should send notification to the owner. This functionality is available OOTB. But even though I enabled it, it didn't send any notification to Task owner. Any suggestions here?
Help with Asset Query Please
Hi all, Hoping for some help with the query below. I would like to show the Product as well as the CINAME see line ", (select rel.RELATIONSHIP +' ' + ci2.CINAME + Product.COMPONENTNAME + CHAR(10) ". I'm pretty sure the field I need is Product.COMPONENTNAME I havn't been able to work out the required tables and joins. Also not sure how to format the Acquisition Date as dd/mm/yyyy. select top 50000 ci."CINAME" AS "CI Name" , "product"."COMPONENTNAME" as "Compname" , "Departmentdefinition"."DeptName"
Issues with IE11
Our corporate browser is IE11 on all workstations and I am having issues with IE and SDP. I am running SDP 9.3 build 9309 but noticed that some icons like Home, Dashboard, Reports and Community are missing from the main header bar. I tried to clear the caches but nothing changed. Is there something that can be done to fix this issue? Here is a screenshot of what I am referring to:
Unable to Login Using AD
Hi, We have Integrated Server Desk With Active Directory. All the Users are Sync With Active Directory. Now, When we are trying to Logging using Active directory User, It say's Username or Password Incorrect. Screenshot Attached.
See outgoing/incoming emails in the system
Hi Team, As an admin, I would like to see what all notifications are incoming and outgoing from my mailbox. Is there any form or table from where I can see this. Could you please help in this. Thanks, Amol
Control access to Broadcast Message
would like to limit who can send broadcast messages in Service Desk.
field & form rule issue
The attached field & form rule is working perfectly fine if the technician is assigned by editing a request. But it not working if the technician uses "pick up" option. The requirement is to change the status field automatically to "in progress" when a request is picked up by a technician. Kindly advise.
Incident Assets
Hi, I'm wondering if it's possible to assign software as an asset to an incident? I cannot find the software CI Type when I use the pick list. Thanks, Tim
Check Unique Values
Could you help me with this problem. I need to check a field call Ticket number with the all previous ticket numbers (on DB of incident request) is somebody has not created a incident ticket with number yet because it is not possible to duplicate that value. is it possible using a rule that it execute a script the format of our Ticket ID (IS-YYMMDD-XX) Thanks in advance for you help Kind regards Carlos Armas
Can a requestor select a site from the drop down?
We have 5 buildings (sites). Right now when a Requester starts a new request, they are unable to select a site. All they see is a site box that reads "Not associated to any site". Is there a way to allow them to pick a site from a drop down list?
New API With Project Data?
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus? If not then, how do we access these Project pieces via the API?
email Parser (SDP 9334)
Hello community, I have a problem with the email parser. I send an email with the subject line @@SPD@@ to the service desk. In the Mailtextb it says: @@Operation=Close Request@@ @@requestId=22335@@ But instead of closing requirement 22335, SDP opens a new request. What am I doing wrong?
Deprecated sites and departments to be deleted...
...but can't. When trying to do that, SD reports that the operation is not possible because sites are used in certain modules but SD doesn't say which are the modules concerned. Searched for them in requests (found and amended the entries) but they must still be lingering somewhere. How to purge them?
Requests not updated in x days
Hi, Is there any way for a notification to be sent to assigned technicians whose tickets have not been updated for x amount of days? Thanks.
Report by technician with time in minutes in each resolved request.
I need to make a report that gives me for each technician their resolved requests and it differentiates in minutes that I delay in solving each one. Thank
Server started but not responding
After restarting the server, the java.exe process goes up to 2.5Go RAM and the website didn't respond. it seems that there is a database corruption. Starting the server with run.bat throw the command prompt don't show any error, alll seems ok. But server still doesn't respond. We think that this corruption is some months old and the problem appears after restarting the server. So we are not able to restore data from the past days, as they are corrupted too... Is there a solution to repair the database
V3 API changes
V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is replaced with "authtoken" and it should be sent in request header. What modules are supported by V3? For the moment we are still using V1 for editing requests and V3 for adding attachments. This is not very consistent. It would be nice having examples showing the new API code versus the old API code. Please also update the scripts in the Resources to reflect the latest API coding.
Asset Manager module - questions about multiple DNS names and IPs
Bear with me...a number of related questions here: Scenario1: One server with one IP address. An (A) record exists for this server with its name. However, we also have roughly (4) other (A) records in DNS, in a different zone, pointing to this IP. On this server, there are multiple websites, which are using this one IP. In the above scenario, there is only one asset, even though there are technically (5) names or (A) records associated with this server. However, when scanning, it appears that
Change module - How to set status with logic?
Hello everyone. I have a question about the status and stages, in the Change Module. Analyzing our current change process, we saw that in some moments, the change passes through several states. We understand that we can represent those different moments, in various states within the stages. These states have a logical order and should not be able to move freely among themselves. As a first attempt, we associate actions to the state, thinking that this was the way to make a logical order between them,
Category, Subcategory and Item reporting
Hi I have written a sql report to display category, subcategory and item details and would like to ignore the greyed-out records but I cannot work out which tables I need to access to achieve this. I tried isdeleted fields but they refer to genuinely deleted record. BUILD 9317 MSSQL Report so far: SELECT "cd"."categoryname" as "Category Name", "cd"."categorydescription" as "Description", "sd"."name" as "Subcategory Name", "sd"."description" as "Description", "id"."name" as "Item Name", "id"."description"
Project Management Module of Servicedesk Plus
When viewing all projects in the Servicedesk Plus projects module the only options for displaying a list of records is 10, 25, 50 projects. Is there a way to make it display more projects without having to page it after 50? It would be nice if it could display 10, 25, 50, 100, 200
Item field on requester template
We have category-->subcategory-->Item fields configured on Servicedesk, is any way to have this "Item field" in Requester template? I see here only category and subcategory but not "Item field"?
Report data
Hi, How would I include the actual work log details I have recorded in a report? Thanks
Problem with Projects menu
Hello, I've got question regarding our ServiceDesk product. Last week we've upgraded it to ServiceDesk Plus Enterprise version. Everything is ok, license is added but I do not see a Project overlap in the Dashboard. In the Administration menu I see options connected with Project Management for example types or status of the project I have no option to add a new project etc. Is there any additional module I should install? Or some change in the administration menu is necessary? Thank you in advance
Unavailability of the Service Desk Plus server after upgrade to version 9.4.9400. The server does not listen on port 80, 8080
Hello. After upgrading the Service Desk Plus server to version 9.4.9400, the server stopped listening on port 80 (8080). And does not respond to requests from browsers. How can I fix this problem? Sincerely. Igor Stepanenko.
How to clean up Service Desk manual entries after Desktop Central interface live?
I'm working on cleaning up our asset list in Service Desk. We had many manual entries, some with missing asset tags or manually entered computer names. We were also using the SD scan functionality. Once we got Desktop Central working, we're finding we have multiple items that we need to clean up. I know the SD scan matched to entries by computer name, asset tag, and MAC address. When Desktop Central pushes its scan information over to Service Desk, which field does it use first to find a 'match'?
Time when errand change from one queue to another
Hi! I'm searching in SQL DB for information when a errand change from example firstline queue to the secondline queue. I need to get that date, so i can get information about all new errands i one queue, even if they was created yesterday. So all new errands for that queue that has been moved/created to secondline this date. Is that possible? Which table can i find that? I found that WorkOrderHistory table have information about when something happend in a workorder, but not WHAT happends, maybe
Serious Flaws Affect Several ManageEngine Products
Hello Accroding to SecurityWeeek there are security problems with ME software. Please take a look into LINK When we can expect fixed version? When I check it in About page of my SDP it shows "9.3 kompilacja 9335" as a latest version available to download Regards Slawek
how to filter results
Hello I have a porblem to filter out some workstation. In Assets > Desktop > CI Type I have : - Workstation - Windows Workstation I'd like to get only "Workstation" without "Windows Workstation" as a resoults so what I shoud put in field when I doubleclicked on CI Type button. How to use negation? I tryed with "!" but it doesnt work. Regards Slawek
User does not have sufficient privilege when doing Windows Domain Scan
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be gret. Thanks Keith
requests template display order needs to be modified
At the moment when opening the at tab in the incident catalogue, the first choice is X request, however Y is all the way at the bottom so the production uses Y requests instead of X . Could we have Y first, then X.
Dashboard widgets
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
En-mass Create Daily Report?
Is there a way to use the "Query Report" function to create a single report that would send an email to each Technician, their individual number of "Open Tickets" without having to create a whole new report for each Technician? I'm looking for one report that would email around 27 people just their number of "Open Tickets" in the email sent to them, not the same report with everyone's stats sent to everyone. Unless me and a colleague who were at a conference in NY last year, 2017, heard incorrectly,
Manger wants to be notified on first reply to ticket
I have a manager that wants us to start manually replying to each ticket but he wants to get copied on that first reply. I've checked the box that he should be notified on any modification but that doesn't seem to accomplish this. Is there a way to automatically do this or will we all just have to manually CC the manager on that first reply? I would be OK if he would just all replies too, but that didn't seem to work either. He's wanting to see something like "time to first contact" by a technician
Requests by Technician with an Other Field.
RIght now, the requests by Tech only shows Open, On Hold, and OverDue. I create a few more categories, that I would like to show in this module. is there any way to add this or make a new module or something like that Attached is what I am looking for if that helps. thank you
Should I use Windows Domain scan in ServiceDesk Plus since I have DesktopCentral integrated
I saw in the documentation that if you integrate MeDC with SDP you should not install the SDP Windows Agent. But, should I still plan on doing scheduled Windows Domain scans? I'm a little confused on this and seem to have machines in SDP that are not getting updates from MeDC. Thanks!
User does not have sufficient privilege when doing Windows Domain Scan...
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be great. Thanks Keith
Question About the new API Version 3.0
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus?
9400 mail fetching
After upgrade to 9400 mail fetching do not work, Admin menu "Mail server Settings" do not open
***Read out the value of a field and insert it automatically in the "Subject" field***
I would like to read out the value of a field in a template and automatically insert it in the "Subject" field. Does somebody has any idea? many thanks
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