Is it possible to approve a change request with email commands?
I have a change manager that has requested the ability to approve changes via email, as he has started traveling to other locations and is not always at his PC, but does have email on his phone. I know it is possible to modify request via email, what about the changes?
Notifications not Loading automatically
SD+, I am having an issue with my Cloud Based SD+. I am attempting to test the notification panel. It appears that this is not working as a "live push" notification window. I assign a new ticket to a technician, send an email reply, or add a note should prompt an alert on the notification button. I refreshed the page, tried in Chrome and IE, but it will not come up with an alert until the Technician Physically clicks the notification button. once the Notification window opens the red # of alerts
dbo.errorlog growth
We have now encountered issue where the database has grown by 4GB in the last few days, after examining the top tables dbo.errorlog has 6,419,475 records and is 5gb in size, Data usage is now at 1gb per day and we are running out of space Can you provide some assistance with this issue . System log reports the following com.adventnet.persistence.DataAccessException: [CIRelationships] Exception occured while inserting rows Current version - 8.2.0 Build 8200 MSSQL 2012 Many Thanks
Script query
Hi, I am using a Script to prevent categories from being used by anyone....I added the following Script to apply to anyone who uses the default incident template. Field & Form Rules > On form Load > Applies to All users > On Create & Edit > On form Load > Execute Script $CS.removeOptions("CATEGORY",["Regular Tasks & Checks"]); $CS.removeOptions("CATEGORY",["Service Catalog"]); This prevents a couple of categories from being selected when a request is created. For some reason our Technicians can't
First response timers
Folks, We're starting to depend heavily on our first-response timers to ensure quality of service. From my understanding, the timer is stopped using three methods: 1) When a reply to the requester is made via the reply button on the ticket. 2) When a worklog entry is made and the (consider this first response button is checked). 3) When the time is stopped manually (privileged). My question has is around the second option, the work log: a) Let's say my tech is calling someone to work on this issue
Survey settings email content template
Hello Is there a way of adding the resolution or any other content variables to the survey email content as when you enable the user survey it over rides the notification template when jobs are closed. The below does not work. eg. Description $Description Resolution $Resolution Survey Link $SurveyLink Thanks in advance.
Close all resolved tickets
Hello, Is there a way to close all Resolved tickets? thanks
MSP: Uploading Customer Agent Logo - 403 Request Refused
HTTP Status 403 - Request Refused type Status report message Request Refused description Access to the specified resource has been forbidden. Getting this error when I try to upload a new customer agent logo, not sure how to resolve. Thanks!
Reply to ALL
Currently our helpdesk appears to be replying to all instead of replying to sender when creating an incident. For example "someone" sent an email to our support desk AND to a number of other external recipients. All of the people in the "To" received the acknowledgement of the incident, which of course had nothing to do with them and resulted in more heartache. It has happened on a number of occasions. Can this be set to reply to the sender only? Ant.
Is there a way to switch from technician view to portal view?
I manage SDP for my organization. As part of that, I write training documentation. I have to create test user accounts to log in and show changes, take screen shots, etc. Is there a way, or can I request, a toggle button that will switch a technician over to the service portal (and allow the toggle back)? I think this would be a tremendous help.
Showing aditional information in Requester Detail
Hello, is it possible to add/modify in any way the requester detail in the incident template? I would need to add additional information besides Job Title, Department and Contact number. Thanks!
Report Query - Hard Disk Information
Hello all, Is there a reason for why it is possible to generate a workstation report containing Hard Disk Information in a custom summary report but not in a custom tabular report? Many Thanks, Ryan
Update subject with question answer
Hi, Is it possible to add a question answer to the subject line of a call? For example our new starter process generates a large number of tickets per week. All of the tickets have the subject line as 'New Starter Request' Would it be possible to add a variable to the subject line from a question i.e 'New Starter Request: <Starter Name>' so that it shows in the subject field in the requests views without having to open each ticket or edit it manually? Thanks
SDP Additional Features
Hi, We would like to request the following features on service desk plus : Technician Administration Module/Tab · Leave Administration with approval and rejection workflows · Section’s Processes, Policies & Procedures document database with version control · Internal Purchase request for internal purchases in the organization Additional Functions · Attachment option when approving · Mandatory Resource fields in workflow of service request · Ability
Backup Techs Functionality
Hi, We've set up the Scheduler with one Technician on Annual Leave and another as his backup. However, the one on leave still gets tickets to his name regardless of the config applied. I've read other forums stating that it might be related to SLA & DueBy, but i tried multiple scenarios and still get the same result, as if it's not taking effect. I'm using the latest build 9227. Any help? Thx. Khalil S.
IT Asset State Management
We are having 2 branch one in Sydney and second in Melbourne. Sydney office is our main office. From Melbourne office people have asked spare laptops or desktops from Sydney office for 3 months. We have sent assets to them and we have added those in SDP and assigned users as well. Laptop1 used by user1, laptop2 used by user2 and so on. Now after three months they have returned all those devices. At Sydney office we have marked those assets as decommissioned. When we are selecting state as decommissioned
API key for Requester
Hi, I activated the "Allow Automatic Generation of API Key" option in Admin -> Self service portal settings. Now where can I find the API key associated to a specific Requester (not technician!)? Best regards, Sutot
Can Service Desk Plus be configured so that when a request is closed a Resolution has to be input?
Is there a way to configure Service Desk Plus so that closing a request forces a Resolution to be input before saving it? Inquiring minds want to know. Thank you. -Randy Singh-
Timer stat for ticket creation
One of the challenges we have is to determine how long a Help Desk Rep is on a phone call. We wind up having to pull phone logs, then attempt to pair them with the tickets. I really like the new worklog timer feature, but it only works within an already created ticket. A nice feature would be a setting in Admin that allows a timer to record the time a ticket is initially created, to the time it is saved\submitted. The feature would automatically insert that into the worklog. This would allow
Field & Form Rules over Requester Field
We want to know if we have a posibility to get information about requester fields (Like Phone, Departmen) to incidents fields(Incident Phone ,incident Department) We know that the aplication has scripts of fields for example "Priority" "Status" but how do i can get the name of the requester fields? even if i have custom fields.
Start/Stop SLA timers on response
Hi everyone, Does anyone know of an automatic way to change the state of a request when someone replies? We want to start implementing SLA's, but if they're going to be used as a measure of productivity/responsiveness, we need to be able to stop the SLA timer when a technician replies to the ticket, and start back up when the requester updates it. Otherwise, there can be the scenario where a technician replies to the ticket and the requester does not update the ticket for multiple days. Our low
set the category of request on one default category for a group of requester and technesian
hi dears we have one requester who is very careless and always chose the wrong category for his request. this will cause problem when we want to get report. is there any solution to fix the category for him and his group in our manage engage. best regards
How to rename approval status "Approved" and "Denied"?
Hello. I'd like to rename status "Approved" and "Denied".
Preventing group notification when ticket submitted is closed
We have email notifications to our technicians because they aren't always in front of the monitors when the requests come in. Often, we will take a ticket by phone and mark it as completed (closed) in the same step. I'd like to prevent a Group notification from going out if the request is added as closed or resolved, as this is an unnecessary alert. Is this possible? If not, may we have a feature request for it? Thanks, Adam
Violation Reason field should be visible after a ticket got SLA violated. How can we enable it?
Hi Experts, Hope you are fine. Many tickets violated every week. Our customer wants report with violation reason but unfortunately there is no field name "Violation Reason" in template. We can create a common text field named "Violation Reason" in every template but it wont be the right one because this field should be visible only in violated tickets not every tickets. so what we want? A mandatory text field named "Violation Reason" should be visible once a ticket got SLA Violated. Can we do this
Display I Agree / I Refuse windo on service request load
Dears, Is that possible to create a custom HTML window in ServiceREquest On load Custom Script? I`ve tried JQuery, but with no success. So Later on I tried to just add HTML to Body, and it succeded, but all other field&Formd rules are not working. Can You please advice? Thank You
Updated HTML Remote Control for ServiceDesk Plus
I have been advised that there is an update coming to the Remote Control within ServiceDesk Plus under Feature ID: SDF-63026. Can anyone tell me when this feature due for release? Is the HTML Remote Control the same as the one included with Desktop Central. The one with Desktop Central is absolutely brilliant, compared to the one in ServiceDesk Plus which is very poor. Many thanks Barry
Unalble To Create Requests
Hi, Our test system has stopped working and wont allow the creation of requests (Through Service Catalog, Requests System etc.). When you submit the request it takes you to the normal page but at the very top of the browser (we get the issue in all 3) you simply get a red cross. Checking the source shows the following: This build is an early access for ServiceDesk Plus 8.2. Do not use this for Production environment as migration over this build is not supported.</td>
<td width=17 align=right
New Request Creation through E-Mail
Hi, We're looking at moving our users away from e-mail usage and to use our portal more. At the moment about 25% raise tickets through sending an e-mail to us. Could you advise on the following? 1) Can the system be configured to only accept new tickets from specific mail addresses ? 2) Can the system response be configured separately for those raised through the portal and via e-mail ? (I am assuming this is limited to the Notification Rule "Acknowledge E-mail Cc users by e-mail when a new request
Email replies not added to ticket if an email address in recipients contains a hash character
Observed that for one specific ticket - replies coming in from the customer side were not being added to the existing ticket ID. It appears that this is down to one of the (customer) email addresses in the recipient list containing/starting with a hash # character, e.g. #email@customer.co.uk Our ticket 'identifier' appears like ##nnnn##, which needs to be included in the Subject to add to an existing ticket. I wouldn't really want to change our ticket identifier - as it's been in use for years. Is
Barcode scanning - what am i doing wrong?
I have been tasked by my Manager with getting asset barcode scanning up and running for our ServiceDesk Plus. The USB barcode scanner itself seem to be working fine, but I am getting an error message when proceeding to the second step. Here's a link to the error that I am getting; http://www.iforce.co.nz/View.aspx?i=pzufvso4.so4.jpg This is the IMEI number for the iPhone, which populates when I scan the barcode on the back of the box, and the error appears when I click the 'Add Assets' button. Is
Ticket Numbering Starting Point
I know this question has been asked previously, but I don't see any good answers. Is there a way to get Service Desk to start using ticket numbers at, say, 100,000 instead of 1? How does the program know which ticket number to use next? If I create a ticket #99999 (perhaps manually in the database) will the program assign the next ticket as 100,000? Has anyone ever tried this? Similarly, I need to do this with POs. -gjaynes
Email requester when request is closed
Dear all, How to enable requesters to receive email notification when technician closes a request? Please note that under “Notification Rules” all requesters notifications are enabled (ticked). I'm using version 9226
URL alias gets duplicated on survey links
URL alias gets duplicated when using ip http://10.250.241.117:7777/http:/10.250.241.117:7777/sd/SurveyDetails.sd?surveyData=43b04dcb2d74faa93f53c3c8196638aecf86c220 I have to configure a name (msserver:7777) for it to works thats la link the user gets when trying to access the survey Please Help
Forest-Trust SSO
Hi, Is it possible to add a second domain's AD in another forest for SSO? The forest has a two-way trust. Thanks Adrian
Backup Service Desk Plus 8.2.0 and restore into Service Desk Plus 9.1
Hello ZohoteamI have a query. Can I backup database Service Desk Plus 8.2.0 and restore it into Service Desk Plus 9.1? If not what steps can I take to be able to accomplish task. Thanks Rafael Rodriguez Netwave Equipment Corp.
problemas con la herramienta servicedesk
tengo problemas con la herramienta se pasma en varias ocasiones en el día tengo que acceder al servidor eliminar el proceso de java desde el administrador de tareas detener el servicio detener la base de datos y volver a iniciar todo nuevamente para que responda trabajo bien un rato y vuelve a caerse
Purchase Tab
When I go to the Purchase tab I am unable to see the buttons for "New Purchase Order" and "Delete". I noticed this in version 9225 so I upgraded to version 9227 but it did not fix the issue. I have tried with Chrome and IE. Does anyone else have this issue?
Closure codes linked to ticket status of resolved
HI as the closure category only appears as a pop up when a tech moves the ticket to closed, ideally it should be from the resolved status. So when we have the setting move tickets to closed after 24 hours form resolved these automatically closed tickets will not have a closure/resolution category. At least if my techs are moving from acknowledged for example to resolved that they are then presented with the closure category it will be captured/selected. Currently it only pops up if a tech goes directly
Backup SDP kann nicht ausgeführt werden
Hi, we're using SDP 9.1 Build 9117. If i try to make a backup by using the backUpData.bat i will get an error. (See below) Can someone tell me where the problem is or point me in the right direction to resolve this issue? I have attached my backUpdata.bat Any help would be great. Thanks & Regards Kurt Brugger (Hallo, wir benutzen SDP 9.1 Build 9117. Beim ausführen des Backups per backUpData.bat erhalten wir immer einen Fehler. Siehe unten. Was könnte hier die Ursache sein und wie können wir das Problem
Next Page
