Problems with Business Rules / Templates across different Sites
Hi all, I'm trying to automate some tickets with business rules, but having a problem. To explain our set up. We have multiple "regions" across the world, each with their own Service Desk group (which are separate to each other in terms of technicians, location etc) As an example, our Default Settings cover all of our sites in the UK. We have a UK helpdesk address (that autoforwards into ServiceDesk+). Under the default settings we have a Business rule that checks whether the requester emailed
Viewing the permissions of the System Default technician roles
I'm in the process of reviewing the custom Technician Roles we have created, and identifying any that are no longer required. When I view a custom role, I get a breakdown of what they can and cannot do in each module, as well as any advanced permissions: . I suspect that many of the roles we have created, are already covered by some of the System Default roles (SDAdmin, SDChange Manager etc). However, I am unable to verify this as there is not currently a function to view the permissions of the defaults
Asset Tracking
Workstations scan O/S , Hardware, memory etc.. They're broken down by Desktop or Laptop. I need a way to add Thin Clients and Tablets. I tried including them in the workstation Configuration Item Type, however there is no way to keep the types separate like laptops. I need a way to track all devices by hardware type and OS
Assign tasks automatically
We have request templates with which also directly a task is created Is it possible to assign this task directly to the technician who also has the ticket?
Missing Template
Hi, We have a large number of template for logging support calls but for some reason, there are a few missing from the 'change template' option (see attached) and I've looked through the settings (under incident templates) and cannot see any reason why they do not appear as a template. In the attached screenshot the templates start from the letter 'D' yet I have created some templates that start with 'B' Can you advise?
Tasks - percentage completed tied to status
Is there an option or a feature on the road map that can tie a Tasks % completed to the Task status. There is no connection between “% complete” and “Status”. If a task is 100% complete it shouldn’t still be “Open”. If a task is “Resolved” it shouldn’t be 0% complete. This fields should be in sync, otherwise we have to manually edit two fields to produce the same outcome.
Asset Discovery Agent not deploying via GP
I have followed the instructions but still not deploying?
Comma in attachment file name
Whenever users attach a file that has a comma on the file name, the request gets created but the attachment is missing. The history tab also displays "No records found..." Is there a fix for this bug?
automatic resolve and close ticket for a specific category
I have a category like a conference room booking.I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
Automatically resolved and close ticket
I have a category like conference room booking.I want that if some ticket request will come for that category then automatically the ticket should be resolved and closed with a response mail. and it should not conflict with other conference room booked timing.
Technology Check out process
Does service desk plus have a feature where we can have laptops that we check out and check in for temp use for users? I haven't been able to find anything that would satisfy that.
Moving requests from failed VM, cannot run backup
I've had two similar VM failures within a year, one running Windows Server 2008 R2 and another running Windows Server 2012 R2. In both instanced the servers would not boot after some sort of OS corruption. I have the VMs backed up with Veeam, however when I mount the backup it also hangs at boot time. I can mount and restore files though. I've since built a Linux VM running Ubuntu 16.04 and have installed and configured ServiceDesk Plus to my liking. How can I move the completed requests from the
REST API Documentation Access
What privileges does one need in SDP to access the REST API Documentation? It looks to me like one needs to have the SDAdmin Role to have access. Is that correct? I really don't want to make everyone who needs access to that an administrator if I don't have to. Thanks, Dave
Resete id ticket without losing old tickets
Hello, i wanted to know if i can undo the id ticket every year without losing my activated tickets Thank
User based licensing
Hello! I'm looking for some assistance with managing user based licensing in ServiceDesk Plus. To give you an example, I'm trying to record Adobe Team licensing which is user, not machine based. I've created a license agreement for the subscription and then I thought the idea would be to create a named user license for each individual for the product they have been given. However, I create the license, allocate it to a user (while editing the license) and then never see reference to that allocation
NIO Port message
Hi, Today we are getting the attached message about NIO Port being changed. Any idea what this is and should I be concerned?
Field and form rules stops working when changing template
Hi, I've noticed that field and form rules stops working if you change template when creating a new incident request even if the template you are changing to has field and form rules. This applies to both requesters and technicians. 1. Start by creating a new request from a template that has field and form rules applied 2. Before adding the request, klick change template and select another template with field and form rules 3. Now all field and form rules are bypassed. SDP 9327, MSSQL
Custom SMS provider V9.3 Build 9329
i upgrade to version:9.3 Build 9329, i need to add my playsms server to service desk, is there is i guide for the required parameters .
Approver Inquiry
Can there be a setup where the request approver can inquire more details or ask questions to the service requester before he/she approves the request instead of rejecting the request?
Community Tab No Longer Working
Since sometime last week, when I click on the community tab I get the following error: Unable to process your request. Please check the URL. Go to Home We have not performed any recent updates to the system. We see this error in Chrome and Internet Explorer Is any one else seeing this as well? Using SDP 9326 / MSSQL
SMS gateway API "playsms"
can i integrate service desk plus with any SMS gateway API, i'm asking because the service desk have only 3 provider built in the admin page. i need to ingrate with playSMS
Request group assignation time query
Can you please assist to make this query usable under SD+ 9307? SELECT "wo"."WORKORDERID" AS "Request ID", "icd"."NAME" AS "Item", "wo"."TITLE" AS "Subject", "rtdef"."NAME" AS "Request Type", "std"."STATUSNAME" AS "Request Status", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + ((wo.createdtime/1000) + 3600),'1970-01-01 00:00:00') "Created Time", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + ((woh.OPERATIONTIME/1000) + 3600),'1970-01-01 00:00:00') "Assignation Time", (woh.OPERATIONTIME - WO.CREATEDTIME)/1000
Request Catalog - new issue form issue
On the self server portal site we are having an issue where a service requests form details are being displayed when opening a new issue. We have the option 'combine service and incident templates' disabled under General -> Self Server settings. If we click on the 'Report an Issue' it opens a blank incident template -- screenshot 1 (expected behaviour) If we click on 'New Issue' a blank incident template appears but another forms description is displayed - screenshot 2 (not expected) The form description
Need report on a technicians using a license
We are trying to manage our license usage and I'm having a bit of trouble getting a report on technicians who are using a license. I can't seem to find which field in the database indicates this. I have several technicians built for notification purposes only and have occasionally disabled the login for a technician that doesn't use the system much when bringing on a new tech. I need to get an accurate report on that.
Help with Business Rules
I need assistance with Business Rules module. I have created a rule for a specific kind of tickets and cannot get it to run as I would like to... actually, nothing happens with the ticket. I have tested to enable Turn on cascade execution and Override request values with Business Rule values with no luck - the ticket will still end up in our default view and not addressed to correct technician. Please have a look in the attached screendump. Best regards, Per Hillerström Carlanderska Sjukhuset
Notification to technician when request is unpicked
Hi, We have enabled "Send notification to technician(s) when a request in this group is left unpicked." in our support groups but it does not seem to work at all. Anything I have missed? We do not experience any issue with "Send notification to group technician(s) when a new request is added to this group." BR, Per
v9324, the custom_style.css won't load in the admin view
Hi there, with version 9324, the custom_style.css won't load in the admin view, all other views are OK. Is that correct, or a bug? Thanks for any help here. StefanS
Custom Attributes in CI placed randomly
Hi Everyone, when i'm adding custom attributes, in the Form Editor it appears like this : but after we save it and try to input, the formation of custom attribute is scattered everywhere, like picture below, is there any pattern to it or any explanation to this? thank you before and after
Task Template
I am trying to setup task templates for various projects that we are currently working on. there is a drop down in the template for the "Group" and "Owner." however, when I select the group and the owner (as only one technician Is working on a project at a time) it does not keep these set. as soon as I try and use the template these fields are blank. Is this a known issue or is it designed to act this way?
Mobile Client SD Plus
Hi I hope someone has run into this. Scenario. Using iPhone mobile client in SD Plus build 9314. Server configuration is for HTTPS and SSL. When loggin in through the mobile client and look at a request the following functions dont work. Knowledgebase Worklog We dont seem to be able to access this functions. Has any one has any experiance regarding this?
Cannot add custom attribute to printer
I am trying to add a single line attribute to the printer CI type. When clicking Add, the application is stuck on processing. Looking at server side logs, it gives us a hint, but no solution: The INSERT statement conflicted with the FOREIGN KEY constraint "ReportColumnDetails_FK". The conflict occurred in database "servicedesk", table "dbo.ReportSubModules", column 'SUBMODULE_ID'.] with root cause|java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "ReportColumnDetails_FK".
Show Active Templates only
I have the following query that lists all Incident Templates we've created. SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 However, some of these are inactive. Is there a way of filtering these out, or at least showing "active" or "inactive" next to each one? Database: MSSQL Version and Build: 9.2 Build 9221
step by step to activate SD plus
Hi there, I am a new be for SD Plus, anyone can help me to give link tutorial step by step to activate and setting SD plus for the first time? Many thanks Mustakim
Need Local Administrator login
Hello, How to set local administrator being admin ? i cannot login to my SDP website because of AD authentication has changed.
extract software information on a server / workstations
hi, I need a report where I can extract all software from each server or workstation. It shall be possible to sort on the name of the workstation / server. Anybody with experience in creating a query that can extract this. Thanks
Automatic assignment.
Hi guys. Need Your help. Started to use SDP and are unable to configure automatic assignment of the expert. Example 1. One region "rA1"- one site "s1". Four equipment ("t1", "t2", "t3", "t4"), - associate site - not in any site . Two groups of technical support "g1", "g2". "t1", "t2" Technicians are associated with "g1", "t4", "t3" technicians with a "g2". Enabled automatic assignment of the "Round Robin" on all new requests. The E-Mail Command is enabled. Business rules are configured according
ServiceDesk Plus Report with Group by Custom Field
I've created a custom field for a service template and would like to be able to generate a report that groups by this field. I noticed that some custom fields show, but not this particular field. I tried to edit the query to include the field as a grouping, but that fails. It even fails when without any edits.
Change the purchase template
Hi, i want to know that if it possible to change the purchase template because I need to disable some fields. thanks
Add Custom Fields to Business Rules
Running into an issue when trying to add new filters to existing business rules. When selecting an Additional Field item we are unable to add it to the rules filter. We can add a default field to the same rule with no issues. v9320 mssql
More than one arguments in Custom Schedules
Hi everyone! Is someone use More one argument(report) in Custom Schedule? I have powershell script, which take arguments from sd (one report): param ( [string]$json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 write-host $jsondata But if I choose two arguments (reports) in custom schedules, I can't see second report. Maybe someone can help with second report?
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