Leave Type allowing technician available
It would be great to have the ability to use the scheduler to mark technicians as being on a project or another task but still available to take requests, this would allow us keep track of technicians work as well as availability
Requester can view multiple sites?
Is there a way to set a requester to view multiple sites? For example, if we have sites A,B,C,D,E,F,G and i want the requester to be able to view sites A,E,and G, is this possible? If not a user, can a technician be set to do this?
PostgreSQL Error
Hi, We use Qlikview to report over our Service Desk Plus postgresql database via an ODBC connector. We pull in the records using the following query: SELECT * FROM servicedesk.public.workorder Now this has been working for a while but has recently stopped because of the following error: Error: SQL##f - SqlState: 22P05, ErrorCode: 1, ErrorMsg: ERROR: character with byte sequence 0xef 0xbb 0xbf in encoding "UTF8" has no equivalent in encoding "WIN1252" I suspect this might be down to the ODBC connector
The size of the description being greater than 64K
Good Morning, Since we have upgraded to 7.6.0 Build 7611 we have been getting the following message The size of the description being greater than 64K in email descriptions. However it is not consistant as users have emailed to the Service larger emails and they fully render within Description field. Can this be fixed? Kind Regards Richard
Update on support for MYSQL Database
Dear User, Please note that the support for MYSQL database will be removed from Jun 2017. Click on this link to know how to move from MYSQL database to PGSQL/MSSQL database. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
ServiceDesk Plus - Email Signatures
Hi there, Unfortunately, since our cached Manage Engine folder was re-created when Manage Engine support last resolved an issue for us, our email signatures no longer show in our replies from within ServiceDesk Plus. I've tried renaming the cached folder again so that another is automatically recreated, however this has not resolved the issue. I've also tried removing all signatures that our technicians have set up and created them again without success. Is this something anybody else has previously
unable to import requests from excel sheet
hi, Unable to import additional fields requests from excel sheet. Only subject line one item is imported from the sheet and remaining items mapped to additional request fields are not importing, kindly need your support to solve this . With regards, M.K
Add notes field to existing Reports.
I would like to add the notes field to several reports that we currently have, but Notes (DiscussionNotes) is not an available choice. Is there a way to get that field added? Here is an example of the query for one of the reports: The DB is MS SqlServer SELECT "wo"."WORKORDERID" AS "Request ID", "rtdef"."NAME" AS "Request Type", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "wo"."COMPLETEDTIME" AS "Completed Time", "std"."STATUSNAME" AS "Request Status", "wof"."UDF_CHAR11"
Allowing technicians to see Admin calendar view?
Hello, Is there a way to allow any technician to see the shared calendar view (all technicians' calendars) that can only be seen at an Admin level? The purpose would be so that technicians can see when other technicians are on leave. Thank you!
Inform technician about ending resolution time
Hello, How to set system to inform technician about ending resolution time? In SLA level escalation there is no such option under Actions
Adding attachments to resolutions
Is there functionality to add attachments to resolutions?
Problem with Query Report - Java Exception
Hi When I copy the query by creating a custom report and then run it in the query editor i get the following error : java.lang.Exception: Only select queries can be executed - 'SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",wo.CREATEDTIME "Created Time",wos.LAST_TECH_UPDATE "Last Update Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE ((ti.FIRST_NAME
All complaints regarding a workstation
Hi Can I please get a query that shows all the requests that have been generated for a particular asset/workstation? For Example: PC-1265 Does not boot Heating up and so on ... Version :8.1.0 Build 8112 Thank You
How to Query contract information
I need to query the SDP database for the Contract associated with various assets from an external application. We are running on Microsoft SQL I do have read-only access to the SDP database and I'm able to execute query commands, my problem is identifying the tables and fields to accomplish the task. So far I have the following: query the Resources table and lookup the RESOURCENAME which gives me the RESOURCEID use the RESOURCEID to query the ContractDetails table and get the CONTRACTID One
Can we pre-select Domain in http-get from our intranet page?
We have multiple domains and a separate link to the Service Desk from each Intranet. We use AD login and would like to pre-select the domain selection. Is there a feature similar to: http://ServerName:8080/HomePage.do?domain=MyDomain1
SDPCrash-OutOfMemoryError
SDPCrash-OutOfMemoryError Please connect your client at http://localhost:8080 java.lang.OutOfMemoryError: Java heap space Dumping heap to java_pid6152.hprof ... Heap dump file created [1121926215 bytes in 34.350 secs] SDPCrash-OutOfMemoryError SDPCrash-OutOfMemoryError
Request time created does not change with site and group
Hello, Just wondering if the created date and time of a ticket is "craved in stone" and does not change when the ticket is assigned to a new group in a separate site: Example: Email is auto assigned to team member in site A, group A with an SLA of 20 minutes. The team member will then assign the ticket to the site and group called B. The SLA for B is 40 minutes. which does apply but its from the time the ticket was created, not when it was assigned to the B team. This is central to my UAT and
Dahboard for level meduim high critical
Hi i'm looking to produce a dashboard so that it will display a dial showing that tickets are about to breach. I have one for all priorities and the moment, but would like specifically for those Thanks
New Custom Field
Hello, We have setup some specifics incidents templates to cover our internal usage, with additionals fields. I need to create a "custom field" with the same parameters of the description one to allow requesters to past their sniping on it. How can I do this ? Many thanks in advance for your support Kind regards
SLA notification
Is there anyway to send the (Support) Group Owner escalation notifications? We have several Support Groups here with various owners and I'd like to avoid sending SLA escalations to all Group owners. Thank you.
Requester Purge
We would like to be able to purge the system of Requesters that have no associated items (requests, tasks, projects, etc) in ServiceDesk Plus. We are a University, so every year we have students, faculty and staff who leave the University and we need to be able to purge the system of unassociated requesters to keep our requester count at a manageable level. We currently have over 100,000 requesters and that number grows substantially every year.
SDP change custom triggers, without the matching conditions I need
SDP更改自定义触发器，而不需要匹配条件。如何为自定义触发器添加条件？Jiqiu
My Tasks
Does anybody know how to make the space more usable? There is such a large area for the tasks, but you are limited in amount of characters before you get the ... and can't see what it is exactly you are trying to remind yourself of sometimes. As you can't control the size, it seems like such a waste of real estate, the character limit should be greatly increased to make this feature somewhat usable I feel.
Partial leave in planner!
Hello, Is it possible to put in partial leave in the planner. Only full days are available now. I'd like to use hours instead. Regards Richard
SAML 2.0 or UPN for SDP
Any news for supporting SAML 2.0 in the onprem versions of Servicedesk Plus? This would be sweet to use with ADFS. Either this or at least supporting userprincipalname is a strong recommendation from my side. Samaccountname is a bit pre historic by now and a modern application as SDP should support UPN. There are a few half ways around it for example with setting up SSO, but that will only support domain joined machines. The other way is to configure LDAP to use a custom login attribute label, set
Importing AD Users
I'm not sure why I am asking again because I have asked two or three times in the past 6 years for this feature. The current method of importing a user requires you to select the entire OU each time you want to import just one user which is a pain because we have OUs where some users need access to SDP and users who do not. This means every time we want to import a single user, we have to go back through and delete all the ones that should not be there. Your solution has always been, place the
Selfservice Portal List of Assets
Hi Guys, Is it possible to show the list of assets owned by the user logged in the selfservice portal Homepage ? Greetings, David
editing pre-existing fields for template
I have an existing template that has an Item field that I am trying to edit to add another option into the Pick List, but it doesn't show if I go to Incident - Additional Fields, where all the other fields are. I tried deleting it and re-creating it, and it tells me it's a reserved key word, so I must choose another name. Is there a workaround for this? This template was existed prior to me getting hired, so I don't know or why it was created this way to begin with.
Standard group for Technician.
Define a default "Group" for a particular technician. A technician can be part of several groups, but in many cases, only one group is greatly used for support operations. In such cases, in order to expedite the creation of incidents by users, and to avoid that requests are lost, if the technician is absent, it is necessary that requests without a group, but with a defined technician, are also classified in a standard "Group" of the Technician . Based on this, I ask that the following ideas
Free Seminar Series - End Point Management
Join us for our free seminars in the Bay Area, Los Angeles, and Dallas this July! These seminars will focus on enterprise mobility and endpoint management and help you learn how to adapt to a dynamic, mobile workforce and increase productivity with the latest mobile, server, and desktop management trends and techniques. We'll also talk about integrating with ServiceDesk Plus, patch management, OS and software deployment, asset management, remote control, and more (and have plenty of food and drinks
Projects Module
Hello, I was asked to see if someone can give us a demo on how to use the Project Management module in ServiceDesk Plus. I searched online for a video or more document other than the Admin and User guides, but could not find anything up to date. Do you have anything up to date that I can provide the users? Thank you, Craig
No puedo ver propiedades de tecnico
Estimados; Al tratar de ver las propiedades de un técnico no abre la ventana, favor indicar como solucionar o que se requiere.
How to require a contact field limited to a particular user or template?
We have helpdesk "kiosks" where users can walk up and submit tickets. They are already logged into with generic ManageEngine accounts "kiosk 1, kiosk 2, etc". The problem we run into is when the user does not leave contact information so we don't know who created the ticket. Is there any way to *require* a contact field that is either limited to ONLY the kiosk accounts or have a different requester template that requires a contact field? We don't want to require this across the board and make this
How to include Added resources when copying a template
Good day, I have finalized a New Hire form and would like to copy it so I can use it as the base for our Termination form. however when I do this none of the resources copy over. How can I get the full template, resources, task, and forms and field rules to duplicate?
Query Report filtered for Template Used
I have multiple templates that the service desk technicians use. One of the managers is asking if they can get a report but with only information from a specific template that the technicians use. The template that is being requested is named: Recon / Escalations Template Searching through the forums I was able to find a query that returned information on our custom fields that have been created for this template. The custom fields we are wanting to use are: aliasname: Agency Error tablename: WorkOrder_Multi_Fields
Error When Trying to Show All Tasks
Good morning, One of our users is getting the error message below when clicking the "Show All Tasks" button and when trying to show all tasks from the quick actions drop-down. Sometimes they get just a blank white screen, but when they refresh the page the error message comes up. They are able to navigate everywhere else in ServiceDesk except for the taskdetails.cc page. We've tried using a different browser (Chrome and IE11) and still get the same error message. We're running build 9307 and I'm
Auto-assign tickets when an engineer account is removed
When an engineer account is removed from SDP, the tickets assigned to that engineer becomes unassigned. Is there any way to auto-assign these tickets to another engineer?
SQL Table Department Attributes
Hi, I am looking for a table that holds custom department attributes. Also is it possible to create a shared department attribute? Regards Mario
Auto Close incidents
Hello - We have an automated process in place to create an incident with several tasks assigned to different technicians when a specific email is received. Is there a way to automatically close the incident once the last task is closed? Thank you Mike.
Close ServiceDesk for Requesters only
Hello, I am new to the ServiceDesk configuration and I have a questions regarding the possibility to close it for requester. Is there a possibility to stop the creation of tickets but to give the requester the right to check on already open tickets? If not is there the possibility to keep it open for technicians but to shut it down for requester - like a maintenance mode ? Thanks in advance for your help. Kind regards, Pierre
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