System Log Mass Extract
Hi, Recently joined my organisation in a reporting capacity and trying to get an idea of what reports are currently being run by whom within Service Desk Plus and with what frequency. I've come to the conclusion that the System Log Viewer is what I need to get this information but I can only view the data 250 records at a time from the front end. Is there any way you can get this information out of the application en masse so I can properly test what is being used? I'm assuming I can get to this
Requester doesn't see reply when technician replies via Outlook
Hi All, We are evaluating SDP to see if it will work for us. So far everything has been great except for this one issue. When a technician replies to a ticket via the web interface the reply gets added to the ticket and the requester gets the reply sent to them via email. This works just fine. However, when a technician replies to a ticket via email (Outlook) the requester gets an email with a link that will take them to the reply instead of the reply text itself. Why is this behavior different
Technician email replies don't send to requester
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Technician email replies behave differently than technician web-response replies.
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Add all Service and Incident Templates for a given Service Catalog Item to one or more User Groups
Folks, I'm aggressively trying to deploy the service catalog. Not all of our sites get all of our service desk services from the catalog. For example, some of our sites may utilize Financial Software, so those sites get the templates (incidents and service request templates) from that service category. When I have to deploy a new service catalog item to multiple user groups, however, I presently have to go into every incident template and every service request template and add the group. Is there
history error
Hi, I noticed an error after upgrade. I have an incident additional field that involves time and date. when date is modified and you check on the history. it no longer gives you the old date and time, same for new. it only shows numbers as shown on the image below. currently running 9.2 Build 9200 it was not like this prior to upgrade Thanks, Steven it was not like this prior to upgrade
Where can I add 'End of support' date details to software?
Where can I add 'End of support' date details to software? We are building out our CMDB and assets module. I want to be able to see within a CI what the end of support details are when I look at a relationship map, for example if I have a sql 2005 install, I want to be able to see it is end of support in April 2016 within the map
Approvals and SLA's not getting applied
After upgrade to 9207, we have a template for Requesting a New Laptop. In the workflow, the approval will go to $DEPT_HEAD$ and the SLA should be 10 days. Once the requester submits the request, the approval does not get sent and the SLA does not get applied.
Setting up Notification Templates
Hi All I am new to to ServiceDesk Plus and trying to setup some notification templates. I am setting up the template to Acknowledge Requester by Email when a new request is received and would like the email to include the original requester's email in the body Is there any way to do this? Thanking you in advance Margaret
Technician Hours?
Is it possible to separate technicians by their shifts so that round robin won't assign a ticket to a person who is currently not on-site?
Prevent group notification upon saving a new, closed request
We will often open a new request and close it in one step (first call resolution). We have group email notifications turned on so we can be alerted when a new request arrives that at tech within the group needs to pick up and work. However, we would like to be able to suppress a notification to the group when we add a new request that we are saving as "Closed," as it does not warrant the attention of the technicians within the group. Thanks, Adam
ERROR: Invalid ID Request
Hi! We have 8.1 SP9... when we try to send any email (response o forward), the email is sent to the final recipient mailbox but the system say "ERROR: Invalid ID Request", and the mail is not attached to the original Request and is not present inside the histori with the total mailing tracing . In addition, we can be approve, but the system respons the same (Invalid ID request), and when the user receive de email and try to click it, the system cannot find the approved request. Best regards.
Integrating with ServiceDesk API through Silverlight 5
Hello, Would you have some sample code for integrating with ServiceDesk API via Silverlight 5. I am able to connect to ServiceDesk via WCF Service but when i use Silverlight 5 with REST call (httpclient 2.2.19) the whole thing hangs. I have been working on it for quite a few days but no luck. I would really appreciate your help if you could help me with some working sample code for the REST call. Kind Regards, Jagannath
Can you allow specific emails to create tickets?
We currently have the ability for requesters to create tickets via email turned off. We do however has other monitoring systems that we would like to have create tickets via email (as that is the only way they can send out notifications). Is there any way to achieve this where ServiceDesk plus allows for email tickets to be created from an accepted email address? If not, is there anyway to achieve this? Should this be a feature request?
Time Spent by Technician in a week over all categories (Requests, Problems, Changes and Projects)
Hi all, I want to create a report that will show me the time spent by a technician regardless on which category its booked. At this moment I've got separate reports for each individual categories but I would like to combine them to have one report overview. Our technicians can work on requests, problems, changes and projects through a week. For example: A Technician works on Monday 1 hour on requests, 2 hours on a problem, 1 hour on a change and 4 hours on a project. The Technician writes down all
Adding text into a request template, but not a field
Hi To try and support our customers we would like to put some descriptive text next to a field. This text will help them understand what information they need to put into the field. For example, the approver field. We need to describe what that means to them. The text field would state "In this field you need to select your divisional director from the list available". Can you advise how simple descriptive text can be applied, I can only see the ability to apply fields to the form. Thanks Rob
Technician tap take forever to open
Dear All Gurus, We implemented our Service desk almost 4 years ago and it took us ages to upgrade it from 8.0 to the new version, and we thought that was the reason of our problem. The issue is that whenever we click on Technicians tap it take ages to open, the same thing happens when we want to edit a technician profile. Any clue on this issue? Thank you in advance.
A message to a technician!
Hi! Is it possible to send a Message in a specialist when the incident will be withdrawn from him?
Report all open work items by Technicians across all modules
Hi- i would like to have a report that shows all Requests/Problems/Changes/Projects assigned to Technicians and grouped by Technician. Is this possible? I'm running Build 9204 PGSQL -Jon
Problem Management Workarounds and Solutions
Hello, We use the Problems module for problem management and when workarounds and solutions are added to the problem, they are then added to the Solutions module as a knowledge article. We are receiving feedback within our business that from a problem management perspective, the process of getting the information into a Solutions article is onerous and time consuming for workarounds. The process we seem to need to follow to do this is: - Enter a workaround in a Problem - Select our Known Errors solutions
SLA about to be breached - Notification Rule?
Hi there, Is it possible to create a notification rule within SDP, where it will email a set of people when an incident is about to breach it's SLA? Any assistance/advice would be much appreciated! Thank you (We're running v9.0 Build 9028)
Custom scripts are not working
Custom script trigger is referring to different folder. Version: 9.2 Build 9204
Problemm after update 9207 The template value Group
Problemm after update 9207 I think, problemm the SDF-60807: Option to assign a request to a Group / Technician from request list view. If Technician opens request - The template value pointed in the field GROUP (LanAdmin) become lost value (--Select group--). If User opens request - The template value pointed in the field GROUP (LanAdmin) value (LanAdmin) - it's Okey
No notifications for additional e-mail on resolve reqest.
Hello Team! We have ServiceDesk build 9207 (newest). E-mail notifications successfully deliver to reqester's e-mail on resolve reqest but no e-mail sent to additional e-mail (from E-mails id(s) to notify field). Tested on many resolved reqests. Please see attached screenshots
GET 'Asset State' via CMDB API
Is there an available list of fields that we can use for parameters in the CMDB API? I'm trying to achieve an output of a particular CI Type that currently have Asset State set to 'In Store'. However, I get an error that 'Asset State' is an invalid field name. Can someone provide some input? Here's the output response: {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3025","status":"Invalid column(s) specified.","message":"Invalid field name \'Asset State\' specified."}}}}}
field locations on templates
We are working on some new templates for requestors, we design the form and put fields in various locations to make the form a logical sequence. When we press save the form seems to render/move fields by itself and change where we wanted fields placed. We have a desktop publishing expert and if there isn’t a solution to the above is it possible to design our own HTML forms?
Change Review Schedule
I've noticed that on the Review stage of an SDP Change Record, there's an option to schedule a review with the following fields found under the Review text box: "Next Review Schedule: {date} {time}" Just wondering if reaching that scheduled date time triggers an e-mail or a notification somehow? Or is it just a field for reporting on?
Merging tickets using email headers
This issue is causing us a lot of problems. For example a user sends an email to the helpdesk cc'ing his manager. His manager replies to all with an update of some sort. This causes 2 separate tickets to be created in the helpdesk. When there are multiple people CC'ed and a lot of them reply all, this issue is becomes a huge problem. Our old helpdesk software was able to merge tickets based on the email headers "Message-ID", "In-Reply-To", and "Thread-Topic". It would merge them if these matched,
Help can't renew license and error message
Please I am trying to renew my license for manage engine service desk plus standard and the link to do so isn’t opening i.e the drop down from help. I have been having pop-ups error message since it got to about 7 days to expire, when I see this message I realise I can’t right click and infact a lot of the modules don’t work. I already have made a request to get a license to renew even as I have a license downloaded since the 23rd of February, was just waiting on the initial license to run out.
Use of Description Box in Templates
How are most people using the Description Box in the ticket templates? We use ours to describe how the requestor should complete the template however, it leaves us with the challenge that there isn't a box for users to describe their issue in detail. Please view my attachment document. Looking for feedback!
What does Status color do?
When creating a status you can give it a color: but I don't see this anywhere on the requests screen: So what effect does setting a status color have?
Backups failing
Hello, we have been receiving this error message on one of our SD+ Standard servers running build 9201 It has happened every day for the last 5 days, first failure occurred on the 17th of March. Backups are scheduled to run daily. All other servers running build 9201 have no issue, server has 4GB memory and is only running SD+ on it, and backups have been running fine for the last two years without this issue. Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database
IP Telephony to b eassigned to the users automatically
This will help on managing the assists, our request to assign the IP telephone automatically to the user same like the workstation.
Tech with ChangeApprover role can't approve change submitted by tech with Change Manager role
Hello, In my organization, we have one person with the Change Manager role. We have several other admins with the ChangeApprover role only. I submitted a test change (I have neither Change role on my account) and one of the admins with the ChangeApprover role was able to successfully approve and reject my change. However, when the tech that is designated as the sole Change Manager submitted a change, the techs with the ChangeApprover role are unable to approve the change. Can someone explain what
Russian symbols in filename in attachment or Solution downloading problem.
Hi All! Since some of updates (not last 10 bilds) we have problem with russian filenames attached to case, attached to email in case or in all Solutions. After Downloading all russian symbols are replaced by spaces. If filename in english - thak is OK. Current version of Service Desk- 9207. Current Browser - Google Chrome Try another Browser - Microsoft Edge - same issue. Is it issue in ServiceDesk or maybe it is Java problem? How can we correct this problem with russian symbols? Thanx for
Mass Request edit Issue........
If I click multiple requests and then click Actions>Edit Request, a dialog box appears which allows me to edit one or more fields. The default for the fields are "Leave it as is". However, if I want to put the selected tickets into a particular person's queue, I have to change the "Site" to something other than "Leave it as is" in order for the Group and Technician drop downs to populate. I am on 9.1 9109
Create Custom Script - Change Status when reply
Hi :) I would love to create a custom trigger that would change the 'status' of a request/ticket when the user is replying to that ticket. Have any of you tried to make something similar to this? / Claus
Preventing Past Dates on Additional Fields
Hi, On a number of templates we have created our own additional date fields (e.g. for a user to specify when they would like a certain service to be provided). However, there is nothing preventing the user from entering a previous date in the past. Is there a way we can set it so that users must enter a future date in the field and not let them set a prior date? Thanks, Daniel Comley
REST API. Get request by custom parameter
Hi! Can I get request via REST API by custom parameter? By Subject, for example. I have tried to use INPUT_DATA option in request but it doesn't work. Like that: INPUT_DATA='<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>1</value></parameter><parameter><name>subject</name><value>Example Request Subject</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details>' Is there the ability to do that kind of
9207 CSS broken in IE 11
After upgrading last week, it looks like IE 11 is not displaying the "edit request" page properly. Fields from the right half have wrapped around and overlapped on the left. Like this: Is there any way to fix that? This only happens in IE, not Chrome or Firefox.
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