Propose different Ideas
Configure the color of tickets by priority or when the ticket have time of SLA, for example: If ticket is in time the color of ticket in green. If ticket is over limit of time the color of ticket in yellow. If ticket is out limit of time the color of ticket in red. Include Worflows in different proccess. Thank you.
Servicedesk integrated with Provide Support live chat?
Hi all & Servicedesk Plus team, Has anyone any experience of integrating Provide Support Live chat into Servicedesk? If so, please share how you did this, how you manage request history, chat history together etc etc? Obstacles? Recommendations? Anyone with experience of integrating other Live Chat solutions please also feel free to share your experiences. Since there is no confirmed time line for the Servicedesk Plus Live Chat solution I need to seriously consider other solutions and integrate
Business Rules,.
i'm running into little issue, I created an Incident Field labelled "Deferred Reason" which contains 10 different options. Technicians would select one option and a Business rule would then be applied and change the status to hold. My problem is: 1. If a technician updates the ticket with anything, a alert gets sent out everytime, as any change causes the Business Rule to go off 2. If a techician goes into the ticket after and changes the status back to open, when they hit save the business rule
Technician does not appear in global view.
I have a new technician and cannot get him to appear in the Global View tab on the Home page of ServiceDesk Plus. I also cannot seem to remove the older technicians from this list.
Request For Approval
When i send and request to an approver, i provide them with the "Approval" link, as well as a link to the origional request. How can i configure, so that the approver is able to see the origional request? Thanks!
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to Add/Edit requests by passing plain text in the description field. but I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content in the description field I am getting following error "Error when parsing input XML elements - null - null" Request Is
Email template
Hi I are doing email template for forwarding. I need to get in requesters logon name (CN) in the email form, but do not find the command for that ($Logonname, $CN...) Whats command can i use?
SD-Home Page-Change task to complete - Radio Button
Hi, On the Home page (tab) in SD under the Tasks section, there is a radio button beside each task belonging to you labelled "Change task to complete" I have a few users who don't like that option...anyway to change the button to something else or remove it? Thanks
Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Assigned Technician
Is there a way to capture if the a ticket is assigned to one technician then reassigned to a different technician?
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
How to Change Database Connection in Helpdesk 7.6.0 to MSSQLServer 2008
We're using Helpdesk ver 7.6.0 and we've plan to migrate our helpdesk database into MSSQLServer 2008, but when we're using changedbserver.bat we're not able to detect MSSQLServer 2008 service. Can anyone give me a guidance about our problem? Thanks before.
Services desk plus
I want ask about services desk plus. When users have phone call to IT technicians services desk plus program have auto update request to services desk plus Requester ? if it can do please email for me how can i do it. Thanks you very much
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to ADD/Edit requests with the simple text.but not with HTML data. I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content with the REST API ADD/Edit Request I am getting the error "Error when parsing input XML elements - null - null" If I pass plain
SD+8 AD import not showing all OUs
Hi, We tested ServiceDesk+ 8 for some time and ended up purchasing licenses because it does what we want/need. When I try to manually import our users from AD so they show as requesters I only see one OU called "Builtin" (the first OU in the list for our domain. I tried to do this on our test server and there I only see the OU "Member Servers". I used to be able to manly import the users from AD but somehow this stopped. When I try to fetch all OUs from AD I get the same results, only one OU and
Cannot Import Users from AD
Hey All, Under the configuration wizard - users - requesters I click import from AD however after I enter in the information for our domain, DC, login name, etc I can only select the Users OU. Our users are stored in different OUs. I have tried to clicking "Fetch OUs from Active Directory again" however it does not find any other OUs. We are using Version 8.0.0 Build 8013 Thanks, Liam
Time Elapsed
I'm trying to report on the technician-reported Time Elapsed. What table is rc in rc.MM2COMPLETEREQUEST?
Problem Management
When selecting a technician to take action of the Problem, no e-mail is sent to him to inform him about this assignment.
Backup Question : Local Backup vs. SQL DB Backup
I'm running ServiceDesk and I run the local backup schedule in the admin settings of the ServiceDesk, but I'm also backing up the SQL DB off our SQL Server. I wanted to verify if I have the SQL DB backed up, do I really need the local Scheduled backup? I'm trying to save space on the server and the local backups are HUGE and I figure since I'm backing up the SQL DB I should be ok... I tested setting up another Service Desk instance and pointed it to a copy of the SQL DB backup and it looked like
Modification / SDP
Hi, Is there any way to change display name on the below picture area ? But I want to know, Is it possible to do that right now ? Any suggestions ?
Multiple email addresses for Techs and Requesters
Can ServiceDesk be configured to allow Requesters and Technicians to have more than one email address so that replies from their personal or department email addresses are mapped to their individual Requester record?
$ commands in Replay template
HI Can i use $ (ex $title, $Description, $UDF_CHAR6) commands in email replay templates? if not, why? I´m also have need to put in one "TO" email address in a reply template, thats for function to forwarding a incident by mail to 3part support.
AD import only shows Builtin OU
Hi, We have tested SD+ for some time and purchased licenses for the standard version to start using it in a production environment. During the tests I was able to import our users from Active Directory so they show as requesters in SD+. When I tried to do a manual import today all I see is the Builtin OU (first OU in the list for our domain). All other OUs are not visible. I tried with several usernames and passwords but all show just the same Builtin OU and nothing else. This worked fine but suddenly
New Incident button issue
Hi Team I am currently having an issue where the New incident shortcut in the top left of the screen doesnt seem to be showing correctly and causing some issues when users are trying to choose the correct template, please see the screenshot. Can you help? Cheers Matt
Can not see additional fields in a incident
Hi I have put in some additional fileds in a incident, but when I open that incident with addditional fileds filed in, I can not see this information in the incident, only when I thake the incident in editors mode I can se this additional fileds. And when i put this additional fileds ($UDF_CHAR8) in one email template, I do not get that information in the email. Is this possible?
how to see the user/login name who assign
I need to know the login name of the person who assigned a solicitation to a technician. On the Notification Rules at the Alert Technician by Email when a request is assigned you can not add the login name field because it is not listed on the subject variables nor the content variables. I tried adding on the subject the field $LoginName but it doesnt work. Is there a way to do this? This is because as the technician can change the request and the assigned technician; is very important to know who
Import Requests
Do I still need to send you the .XLS file to import old tickets from a spreadsheet into ServiceDesk?
Service Desk Plus Integration with Level Platforms LPI
I would like to integrate my monitoring system with my ticketing system. My interface for this looks as per my attachment . lpi.png Can someone save me the hours of permutations required to guess the right settings and let me know if there is a ManageEngine reccomended way before I start down that road ?
Renane asset field
Is it possible to rename a default field in the Resource Details? Alternatively use the option to create an additional field and define where it is displayed?
Rename or delete default asset types
How do you delete the default assets that are created, some bare no relevance for us? Our options would be to either delete what is not required or rename to something else. Possible?
problem in assigning requests to the backup technician
How can I assign requests to the technician B when Technician A is on leave? I have defined Business Rules that for example when Requester 1 and Requester create request it assigns to Technician A also In Home--> scheduler --> Technician A set --> Mark Leave(on 27/02/2012) and Backup Technician is set to Technician B But when Requester 1 creates request it still assigns to Technician A not Technician B Please guide me what should I do to solve this problem Thanks in Advance Negin
History tab failure
Hi I found that in my SDP, after I change request's technician (i.e. assigning to someone else) the requester cannot view the history page ... it goes to a loop and finally shows nothing. Is this a bug? Thank you
Assistances for first time user of Service Desk Plus.
I need to know a few things, if you guys can help me out. First time using ServiceDesk so I'm flying blind pretty much. 1. Scheduled Scan - is that a Network Scan or a Domain Scan? 2. What's the difference between Unassigned Workstations and All assets In Store? Our numbers don't match up (one is 124, the other is 99) 3. Is there any way I can modify the Default Template, because when I try to edit the Requestor sides of things, the area to add new fields is greyed out and I can't understand why
Mobile Client Access
Are there aby plans to allow requesters to be able to login via the Mobile Client ? we dont allow people to email requests in , so this would be very helpful
Include IP / Hostname with API submission.
Is there a way to automatically include the end users PC host name or IP address with a request? I would then ideally want this inserted into a custom field in the request that i have named for example "Computer"
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