Can I get projects and tasks from ServiceDesk by API?
Can I get projects and tasks from ServiceDesk by API?
Can not connect to MS SQL server, issue with unrecognized collation
Hello, When we try to migrate database to MS SQL we heve the following error: The USE database statement failed because the database collation Serbian_Latin_1 00_CI_AS is not recognized by older client drivers. Try upgrading the client ope rating system or applying a service update to the database client software, or u se a different collation. See SQL Server Books Online for more information on ch anging collations. On other forum, I found that the issue was in Java client, jtds-1.2.jar file (link
Quickie: If I select “Notify requester when a request is assigned to a technician” will it notify when re-assigned as well?
Quickie: If I select “Notify requester when a request is assigned to a technician” will it notify when re-assigned as well? Thanks!
Template
Hi, I would like to change the content of the template (exactly this notification: Notify PO owner and approvers when a purchase order is approved.), but from the database level. Please let me know, where can I find it in DB, in which table?
What happens to a delete requester?
Hello, What happens to a requested that gets deleted? Do tickets get re-opened?
Field and Form Rules - fail when user submits incident/request
We are looking to combine several Incident Templates into a single template by asking the user to select which system they are having issues with. Once they submit it we want the group to be assigned according to their selection. The problem we have is that the Field and Form Rules don't work if the requester doesn't have access to the group field when they fill out the template. Is there any way to fix this? Adjust a Role?
Counter of opened ticket broken. Won't stop after on hold
Hello, I have a problem with the new version of ServiceDesk Plus. We are at version 9.2 Build 9225, we have upgraded from build 9105, and now this happens : We put on open a new ticket, after a while, we put it on hold, then again on open, and after we put in on hold again, sometimes, it keeps counting regardless if its open , on hold or we start a worklog timer and then stop it (when its on hold). Before we upgraded, we didnt had a problem with this. What can we do to fix it? Best regards, Cristian
Add new tasks on closed requests?
Hello, Why a technician can add a new task on a closed request? Is posible to prohibit this behaviour? Thank you.
System outgoing email does not have attachment
Hi, I am using 9226 version of servicedesk plus. I realized that when "System" notifying "technician" or "requester", there is no attachment included in the notification. For example, (in the following, Jin Hwee is requester ; Steven is technician) 1) A requester reply to a ticket with attachment, technician assigned will receive email "Request Id ##1## is appended with requester reply." but without the attachment in the notification. 2) technician replied the ticket with attachment via outlook
Response SLA for Service Requests
We are well into a discussion of SLA response times and getting buy in from the client and their users, and I have recently realized that although SLAs for Incidents can have response SLA as well as resolve SLA's, for some very strange reason I don't understand at all, Service Requests do not have response SLA's, only Resolve SLA's. It strikes me as completely unreasonable that we would want to track response times on incidents but not on service requests, so this difference between the function
Limiting requester to someone in SDP
When one of our users is using the self-service portal, they are able to enter any name into the requester field. Is it possible to limit that name to someone already in SDP? This issue is that they may be using the incorrect convention (we use lastname, firstname), and people may enter firstname lastname and it then creates a second SDP account. Thank you, ADam
Migrating service desk plus to a new server
hi i'm currently running Service Desk Plus 8.2 Build 8217 on an old server , how do we migrate it to a new server and keep the configurations and database as they are on the current server? regards Lucky
Delay Job until X feature?
Hello is there a way to delay a job until a date for example. When a user leaves, i receive an email, and it then sits in the helpdesk until i can delete the user, sometimes weeks, is there a way to hide until X?
how to setup service Desk application to auto assign tasks to the same technician assigned to the request?
to provide a brief description this is what we are doing: We create a request template what needs to be approved in order to be worked, but after the approval the same person who approve it has to assign the Technician, this step is doing manually by the approver due to business needs. the Tech is successfully assigned to the request; however the triggered child task associated to the request are not being assigned to the tech what we want is to get those child tasks auto assigned to same the technician
Service request rules®ulations in service request window
Hello, Is that possible to add some service details for end user on service request screen? I want user to read and agree reguilations by creating the new request. Thank You, Peter
New Limits on Reports
Greetings, I noticed in the newer versions reports have been limited to prevent overloading the system. However, occasionally it is necessary for us to run very large reports. Is it possible to temporarily remove the limits or bypass them in some manner? For example, in an Audit we are required to provide details on every ticket for the past year. In our system this would require us to run many more reports to gather this data as this is about 50,000 tickets. Note : Application might face stability
iOS/Android Login Failed
Hi Support, We have configured ME Service Desk Plus to login using LDAP Authentication. We have install ME ServiceDesk Plug iOS App and unable to login using our LDAP Account. Have saw from manual that we need to generate the API Key, however we still fail to login. Pls advise how can we login SDP using iOS/Android App?
Issue with Custom Report (filter by Ref. Ticket Number)
Hello, I ran into an issue while creating a Custom Report for tickets that: 1) Were created this year (works fine) 2) Ref. Ticket Number field is not empty I selected the Advance Filter - Ref.Ticket Number 'is not' None The report runs correctly for the first two to three pages but I see a lot of 'Not Assigned' (basically blank field) starting page four. I also did an export to CSV to filter 'Not Assigned' tickets and got the result: Out of 1387 tickets that showed on the report, 1150 odd were 'Not
Switch Scanning Issue
Whenever my network admin scans a Cisco 3850 Switch or a Nexus 9372PX it changes it from a switch to a router and deletes all of his manual entries. Is there a reason why this is happening? Here is some data on the switches: Cisco 3850 Cisco IOS Software, IOS-XE Software, Catalyst L3 Switch Software (CAT3K_CAA-UNIVERSALK9-M), Version 03.03.05SE RELEASE SOFTWARE (fc1) Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2014 by Cisco Systems, Inc. Compiled Thu 30-Oct Nexus 9372PX
Business Rules
Quick Question - Can business rules or another method be used to automatically close tickets on a set date when they are created through Preventive Maintenance ? We have days when the tickets we raise each day simply can't be resolved as staff are not in (Xmas) and we're looking into how we can get the system to close these automatically...Any ideas ? Andrew
How to configure SLA actions in ServiceDesk Plus?
SLA Actions help to automatically categorize a request and assign it to a group and a specific technician during escalation. Watch this short video and learn to configure the SLA actions for a request in ServiceDesk Plus. Here are more such videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: Click on Service Level Agreement under Organizational Details. Step 2: Select an SLA and enter the fields of criteria. Step 3: Click on Actions and key in the escalation
Requests pending my approval
Hi All, How can I configure the system or create a new custom view so our requesters can see a list of requests waiting for their approval. The same view as technicians have - Requests pending my approval. Thank you Nikolay
Listing all requests/problems associated to a change
Hello everybody, is there a simple way to list/navigate to requests/problems associated to a change? Thanks in advance, Enrico
Support Group Issues
Hi, Having a range of issues with support groups. I'm aware that there is already a feature request to disable support groups. These are in addition: Tried to rename a support group and got an error message. The system has now generated a 2nd support group with the new name and left the existing support group in the system (which can't be deleted - thereby confusing all my groups) Tried to create a new support group, got the below error message. Created the group with one user successfully but
Redundant server
Is it possible to create a SD+ redundant server?
ServiceDesk Plus self integration
Hello! Does anyone have an experience in connecting of two (several) ServiceDesks? There are 1 headquarter (SD for the headquarter is installed) and two divisions (SD for each division is installed). All these SDs are independent. But, at the same time, there is one technical group at the headquarter which sometimes recieves requests from the divisions. The question itself: is possible to create a kind of "reduplication" of the information about recieving new requests in the divisions to the headquarter?
Is it possible to add 2nd PO approver level by default?
Is it possible to add a second approver level by default so that the user doesn't have to click the plus everytime to add a level?
Technician to Requester Toggle
I'd like to submit an idea for a feature request. Create a toggle button for a technician to change their view so that the screen appears as a requester. The same toggle would take them back to requester. This would be helpful in writing documentation for training as well as helping some less computer literate users walk through submitting requests, etc. As technicians we never see the end user portal, and this would help us help our customers in my opinion.
Software > License Agreements > Add New License Agreement - Permissions to add manufacturer
The process of adding a manufacturer when adding a new license agreement; is that limited to administrators only?
Technician | Adding SDAdmin Role
Hello All, I have a technician who I would like to add the SDAdmin role to, however when I go to the technician, and click on "Enable login for this technician" I am able to choose Enable Custom Privileges and choose SDAdmin, however the page is also showing Login Name / Password / Retype Password / Domain. I do not have this users login information and don't really want to ask him for it. How do I get around this? What am I missing? Jeff Day
Task condition in workflows
Is there a way to include an IF condition in a task workflow? This can help drive the creation of tasks when implementing service requests. Is there a workaround for this that someone can suggest?
SDP do not handle Calendar meetings as request
Hi, We have people that send requests as Outlook meetings instead of mail. So what happens is that SDP dot not know how to parse the meeting, and the body of the request is the raw data of the meeting.(Picture below) SDP should be able to parse the meeting so that it's more readable, it could create a scheduled task from the meeting data. This is an issue and not a feature request and i am not expecting this to be resolved soon, i am simply pointing out an issue here. Thank you guys
Convert Service Requests to Incidents?
Hello, I like the new feature where we can convert incidents to a service request template. It would be great if we could convert a service request onto an incident template. I know we can manually edit the request type, but we have an issue where unless the request is on an incident template, we cannot associate the request to a problem record. Many thanks, Frank
Problems with assets
In my assets module says it has installed a certain number of licenses but when I go to detail it doesn't figure it out why ?
The File was not found
I'm getting the following error when trying to open an attachment from an incident. The File was not found Thanks, Kyle
Assets Tab Not Opening
Hi, I am trying SDP after about one week it was working correctly but now the asset tab is not opening, if I restart SDP service it starts again but then after about one or two hours I cannot open it. I am using version 8
Mail fetching and Exchange 2016
Our mail server was recently upgraded to Exchange 2016. Since the upgrade of Exchange, we have not been able to fetch email. The following error is shown when settings are saved: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. The version is 9.2 Build 9225 Outgoing mail is functioning properly. We followed the troubleshooting steps at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html
330187
I am extremely disappointed in your support!! I have had an open case since last night and have not gotten one status update. No one is able to help me with this case and when I contact support no one can tell me anything. YOUR SUPPORT IS HORRIBLE!!!! I am escalating this to my superiors who will be contacting you. You should be ashamed!!!! I will be posting this to each of your different product forums so everyone can see what type of support system you have!
ServiceDesk Plus Community Digest - Sep 14, 2016.
Happy Thursday, PitStoppers! The past fortnight has been awesome at so many levels. We saw many of you discussing interesting product features, helping yourselves get your issues fixed, and much more. For those of you who missed an awesome fortnight at PitStop, fret not, for we bring you all the action wrapped in this digest. Read on and relive the amazing fortnight. At the Podium: MKR@SDPAdmins is at the podium for the third consecutive week with 132 points. Boot Camp: Boot Camp, as you know is
fileAttachments folder - Access file attachments over network
We are doing a server migration and the bulk of what needs to be moved is over 300GB in file attachments. My thought was to create a symbolic link to the fileAttachments folder on the old server so that the application could still read those files while we are copying them over to the new server (which could take several days). I tried this, however I cannot start SDP once the link (labeled the same - "fileAttachments") is created. The services crashes right after starting. When I take way the link
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