Assigning Group/Technician Failed Error
Good afternoon, We are receiving the below error message when trying to assign a request to a technician: We're only seeing this happen with two requests currently. It is already assigned to a support group, but when we select the technician from the drop-down menu we get the error message. Any idea what the issue could be? Thank you!
changing notification groups on change workflows
Hi I have a query about change management in the Servicedesk. We have version 9.3 Build 9308 MySQL. I have created a new workflow on how a specific change is created/submitted/approved etc, What I want is for certain technicians to be notified when a change is approved. Is this possible? I could only see options for 'change roles' to be notified - one them is CAB. I have created a new cab but I don't see how to change the option. Can you give me some advice? Thanks Emma
Restoring backup on test server not populating system
Hi I've taken a backup from our production environment that is in two parts. When I go to bin\restoreData on our test serve I restore part 1 first then part 2. The process seems to complete with no errors. When I log back into the test enviroment none of the data from the backup is populated. Our test server is not LDAP integrated at the moment whilst our production is. Could this be the reson?
Solutions Missing from Self-Service Portal
Recently noticed users do not have access to see Solutions in top menu. Looking at Self-Service Portal settings I can't add the widget, it appears to be gone. Looking for any input on what to check (permissions, etc).
Agent Scanning - Schedule stopped working
Hi, Normally my SD scans my network at 12 pm each day. lately this has stopped working. Is there any way to get this working again?
Leave Notification
Hi Guys, We tried to use the Leave feature of SD Plus, I noticed that after a Technician filed his leave, all Technicians even from other groups receives the email notification. Is there an area I can set on who can only received the email notification? Or if possible, his co-member technician in a Group? TIA Share
Report Technician's role
I need a report about Technician's role to track SDAdmin and SDSiteAdmin for audit reason. Can you build a Query for that?
Mail Fetching Stopped AGAIN!!!!
Support, what is going on with SD+ ?????? I updated my system to the latest version and now the mail fetching engine is randomly stopping and starting. I've raised a support ticket but heard nothing back. You need to step up response times guys. This is unacceptable. We are losing business as a result of this. First error was Latest error is Error processing email with subjectOfMail : 29091607.xlsx and messageid : <HE1PR0302MB26344EC6A027C9F66A81D57DCB7D0@HE1PR0302MB2634.eurprd03.prod.outlook.com>.
SDP Asset Node License
Hi, With the licensing for SDP assets, What do you class as a node? We are looking at using the Asset component of SDP for for non-IT assets as well (Desks, chairs, whiteboards etc) so want to know if that is affected by the node licensing? Thanks James
Unable to save any details on the site.
Hi Team, While i am trying to edit one site and making changes to it and then trying to save the same ,but unfortunately i am getting the below error without the changes been saved. "failure exception while processing the request " _J
Scanning for new software
The agent scan isn't picking up all software installations. We recently installed a piece of software onto around 60 workstations - but when you scan those workstations the software isn't listed in the results. Help!
Report that shows incidents resolved/closed within 12 hours
What is the best report to run that will show me requests that were resolved within 12 hours of being created .If a report does not exist then maybe a query that I could run,
Report to show duplicated tickets
A lot of analysts use the duplicate function. Is it possible to write a query that shows how many tickets were created as a result of this Duplicate function I would need to see Ref Number Requester Subject Created Date Analyst that created the ticket Region Database: MSSQL Version and Build: 9.2 Build 9221
Submission status restriction
Hi, can anyone help with a question please? I'd like to be able to restrict the fields that technicians can select when submitting a change (as per the attachment). I'd like only the 'submit to change' field available for selection within the status drop down. Does anyone know if this is possible please?
Service Desk Plus integration with Microsoft CRM
Hi, Has anyone managed to integrate SDP with Microsoft CRM? I understand this can be done via API but i have no skills or time to do this. Can anyone recomend a third party to enable this integration as I know Manage Engine have a lot of software partners? Any help would be appreciated. Thanks Rich
Survey
Hi, We want to know if there are any options/plans to enable us to further customize the Survey that is sent out after a requester's call is resolved. The current options are limited, we feel that if we have the option to add eg. a smiley face for a happy customer, or even a custom company logo it would encourage more people to complete the survey . Any suggestions or plans for customizing in future? Thanks.
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
What is the difference between ServiceDesk Plus and MSP?
I'm trying to figure out which product is right for my company. We have two IT team within our company. First team supports our internal employees and 2nd team support our external clients. Does Plus support multiple accounts or will I need MSP?
ServiceDesk Plus - Report to view Incident History
Hi, I need the query to view Incident History. I also need a query to get the amount of time spent by each technician for an incident that has been reassigned one or more times. Thank you in advance. Steven
Can each site have their own signature on automated e-mail?
We are based in South Africa and have our colleauges based in Brazil set up as a different Site. Can each site have their own signature on the automated e-mail that a user receives as soon as a call is logged? I can only get the signatures set up on "replies".
Custom Script
I have created a custom script to trigger on submission to replace the subject with 2 custom fields. Everything is working, but how do I modify the format of the date to mm/dd/yyyy? Custom Script: var x=$CS.getValue("ServiceReq_15001_UDF_CHAR1"); var y=$CS.getValue("GUDF_DATE1"); var new_subject='NEW: ' + x + ' - ' + y; if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",new_subject); } Subject: NEW: Howard Stern - Fri Aug 25 2017 17:00:00 GMT-0400 (Eastern Daylight Time) Thanks in advance
Password Problem
I forgot the password to my school account. Is there any default password or a way i can login without my password
Form rule to check entered value
Hi, We need a FFR to validate if the entered value was already used on older requests
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Create 2nd request when 1st request created
Is there a way to auto create a 2nd request when the 1st request is created? I know you can link and duplicate requests but this doesn't apply; I would like to auto generate the 2nd request when the first one is created. Have templates for both requests.
Clear a date field
Once a date has been selected for a request, task, project, change, etc. there is no way to clear/delete that date. The only way that I can do it is by editing the record in the database directly.
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
Disable open requests by email
Hello to all, is it possible to disable in SDP that requesters can open requests by email? Thanks in advance
Reporting
Hi Demetrius Please assist. The highlighted (attached screenshot No.1) is the requesters information and I can pull this information on the report. I can’t seem to have a column for Job Title highlighted in green, how do I come to add it on the report side? I want to have Job Title on the report as I have Department and Site, Please refer to screenshot No.2.
When user reply to request, a new request is created instead of merged into original request
Hello We updated to Servicedesk Plus version 9320 a couple of days ago. And ever since we have gotten at problem. When users reply to requests a new request is created instead of added to the original request. We then have to manually merge the request into the original request. It worked fine before the update. Just to be clear im not talking about closed requests. Anyone experiencing the same problem? Martin
Servicedesk Plus should support Multi-factor Authentication
There are a number of reasons and tools to implement Multi-Factor Authentication for Servicedesk Plus. Often times end-users must include sensitive information or screenshots of sensitive information whether it be intellectual property of the business (IP), personally identifiable information (PII), or credentials for systems when requesting support for technicians to effectively resolve an issue. Having only username and password authentication to a system that is likely internet accessible thus
Task Owner
Is there a setting in Service Desk that a requester can create a task or assigned as task owner?
Dashboard Customization
Dear Users, We are currently working on enhancing the dashboard section in ServiceDesk Plus.The rough screen shots is available at the end.Kindly provide us your suggestions . Dashboard Customization: With Dashboard Customization, users can customize the widgets that needs to be displayed in Dashboard Tab of ServiceDesk Plus. Users can add widget from external source iframe(widgets from external applications) or the chart of report(from Reports section). Reports having chart will be made as widget
Query all reports running / scheduled reports
Is there a way to find out who is running a report at a particular time and a complete list of all scheduled reports? Some users are creating reports and running which is causing java to use over 75% of CPU on our server and causing performance issues or crashing. I want to find out who these users are or at least be alerted when a report is using too much java. Any help would be appreciated. Rich
Timestamp Conversion
Howdy, I am populating the "scheduled start time" of a task based on a date field in the parent request. I'm seeing a weird behavior where the unix timestamp doesn't always produce a good date. For instance, one ticket had a timestamp of 10/02/2017 3:40pm. That translates to 1506958800. However, when I plug this into the scheduled start time for the task, it gave me a weird date of "1/18/1970 4:35am". I did some playing around, and adding 000 to the end of the timestamp seemed to get it to the right
Community
Community is showing blank in our ServiceDesk's Production site and Test site.
Reprort (time spent)
How can I include Template type or Requst Type to a time spent report
Report from Projects module?
How can I create a report of open Projects which includes this information: Project ID, Title, Priority, Owner, Milestones, Tasks and Dates? (using SDP version 9212, PGSQL) Thanks much, Mark Price
Authentication server changed, no forwarded emails
Since we changed our Authentication server, emails are no longer forwarded to our support email account. Current version is 9.2, build 9217
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