Convert email to Service request.
I have a business need to create service requests from email. I have a business rule to create a ticket with particular subject line in an email. But i need it as a service template instead of incident template. Is it possible to do this? Any suggestions?
Adding Notes/Comments and Updating request Tasks does not trigger a Update on Requests
Hi All, We have a custom trigger that triggers any time a request is Created or Updated. What it basically does is send information to our Helpdesk partners ServiceNow instance. However the challenge we are seeing is that when a Note is added in SD+ or when a Request Task is updated in any way it does not register as an update on the request. Because of this the custom trigger does not get triggered. Is there a way to fix this or is it a design issue in SD+? If by design, then this is a poor
Approval flow for an SR
User adds request --> Goes for Level 1 Approval. If it is approved, it goes to Level 2 Approval, and so on. Requirement is: 1. if the request is rejected in Level 1 approval, the user needs to edit the request and resubmit for approval. 2. if the request is rejected in Level 2 approval, it needs to go back to Level 1 approvers/users to verify. is it possible to achieve the above two requirements? We are using Service Desk V10.5 Looking forward for your Support.
Field & Form Rules: Tasks
Hi, I am currently trying to create a new Field & Form Rule (On Form Submit) for a new incident template. My goal is to apply tasks to this template automatically. So I created task templates in advance and when I try to add them under "Actions" it says "no matches found". I feel like I should see all of the task templates there. Am I missing something? I've attached a screenshot. Thank you in advance.
Cannot Export Passwords
We cannot export passwords when logged in as any account, including global admins. The options are disabled even though we followed the steps in the article Exporting Passwords for Secure Offline Access, updated PMP to the latest version, and tried with Chrome, FF, and IE. Any suggestions are appreciated.
Ability to View Status Change Date in Change Reports
Hello, I have a request for a feature enhancement that could be useful for our organization and potentially many other organizations that utilize Change Management in SDP Cloud. Having the ability to view the date and time that a status was changed would be very useful in the reports section of SDP. For example, being able to see the date and time for when Change Requests were approved in the CAB Evaluation stage.
[Blog] Purchase Order Life Cycle
In good old days, the purchase orders process was sluggish, to order a product the organization had to type or print the PO. It had to be routed internally between departments for approval. After the PO approval, it had to be mailed or faxed or emailed to the vendors. This old-fashioned paper method could take weeks to complete. Today PO process has been digitized, it takes very minimal time to order and complete the PO life cycle, without any human errors. A purchase order or PO is a requisition
[Term of the Day]: Subject Matter Expert
Term of the Day “Subject Matter Expert” Definition — What is SME? The Subject Matter Expert also referred to as "SME", an individual who is highly knowledgeable in a pertinent field within the organization. SMEs are in high demand in organizations, they provide technical advice on process designs and product specifications, they work either as external consultants or internal staff. SME's play a vital role in different working sectors like BPO's, HelpDesk, Human Resource Management,
SLA Timer (On Hold Status)
Hello, Guys, I need help. In our installation of ServiceDesk Plus, we have a problem with SLA Timer. Despite we have set timer stop for On Hold Status (default) timer don’t consider pause. For example SLA 4h, timeline: work – 4,5h, On Hold (wait for Customer response) – 8h, work – 0,5h, closing the ticket. Service Desk calculates 9h of delay, instead of real 1h. How can we configure the system in our way?Thanks for help. Damian
Password Manager Pro New Setup issues
Setup Primary Server – ChangesDB. - Configure Replication – Installation of Secondary Server. This is First time login to both Primary and Secondary server so once its open the default screen on Primary Server We put admin /admin The URL loads for changing password but it does not show any options to change the password . As per logs we get the following error: Caused by: java.sql.BatchUpdateException: Cannot insert the value NULL into column 'ROLENAME', table 'PassTrix.dbo.Ptrx_UserSessions'; column
SQL HA Cluster Configuration Failing
Hi Team, We are facing issues while configuring the SQL HA. After running configurereplication.bat. The test went successful , but while configuring we are getting the following error : ERROR OCCURRED: Password validation failed. The password does not meet the operating system policy requirements because it is too short. InDetails : [12:10:03:026]|[07-09-2020]|[INFO]|[15]|[com.adventnet.passtrix.sqlserver.replication.SQLServerReplication]|[connectDBServer]: Slave database : PassTrix| [12:10:27:483]|[07-09-2020]|[INFO]|[24]|[com.adventnet.passtrix.sqlserver.replication.SQLServerReplication]|[createPublication]:
When I create PO, I didn't see services that define in Vendor Services page as manually
Hi, For keep integrity of data, I defined all services in Vendor Services, but when I want to create PO, I didn't find my services in select field. Also when I create service in PO page with quick add service in below of select, I can see it, but I can't see all services that created in Vendor Services. Also I have this problem for products that exist in Product page and I can't see these products in PO product selection list. I think it's bug. What should I do? Do you have any solution? Build No:
Please add search box in the top of Preventive Maintenance Tasks page
Hi, I have more than 100 PM in SDP v11.1.18 and I need the search box for search within all preventive maintenance tasks. Please add this feature to the next release. Thanks for helping
Identify unused software packages
Can a report be run to identify software packages not associated with "Configurations" or "Custom Groups" ?
ADSelfService Plus 6002 Hotfix Release
Hello! We are glad to announce the release of build 6002 with the following issue fixes: Issue fixes: Fixed an issue which prevented sending the password expiration notification and expired password notification to users with the Password Setting Object applied to them. Fixed an issue that prevented saving multiple mail addresses under Notify Admin in the Notifications tab of Advanced Policy Configuration settings. Provision for verification of user enrollment status with Duo Security
Contracts
Hi, is it possible we can add in additional field in contracts? also add more contracts status option?
How to list software asset in incident
Hello community, I want users and tech to be able to select any software assign , used, owned by the requester. i though i could do it in the asset field but the software category does not show in the list.
Switch from IMAP to EWS - connection refused
We are trying to switch from IMAP to EWS so we can disable IMAP/POP on our Office 365 tenancy. We have confirmed our settings but are getting a connection refused error when we try to save the settings. We enabled debugging in the log and can see this reported below. We have also tried pasting the EWS connection string into a browser on the server and this generates a credential prompt so it appears to not be a network issue. We're running 11.1 Build 11103 [08:26:29:839]|[07-10-2020]|[SYSERR]|[INFO]|[53]:
[Term of the Day]: zettabyte (ZB)
Term of the Day “zettabyte (ZB)” Definition — What does zettabyte (ZB) mean? A zettabyte is a unit of measurement used by technology professionals and the general public to describe a computer or other device's storage capacity. The number of bytes is equal to 2 to the 70th power, also expressed as 1 sextillion bytes. One Zettabyte is approximately equal to a thousand Exabytes, a billion Terabytes, or atrillion Gigabytes. For more than a decade, Cisco has been tracking and projecting global Internet
Is it possible to run a report to search for a specific local user on all systems in the domain?
cmdb>workstations>system>user accounts. In a nutshell.. When new systems are unpackaged and before they are joined to the domain the system is logged on to the first time with a user admin with no password. Windows and oem updates are applied and the local administrator account is enabled and set with our in house password. At this time the computer would be restarted and the setup account would be deleted. Last week I was troubleshooting a computer that had been in service for a little over a year
[SDF - 88579] Is it possible to populate ticket received confirmation with the LIVE expected resolution time?
Currently when a user logs a ticket they get the standard response stating the SLAs etc. Is there anyway to populate this response with the last x days average time to resolve for tickets logged in that category? Thanks.
SDP to JIRA 2-way integration
Hello Can You please tell me is it possible to intergrate JIRA in 2 way? I can create issue from SDP in JIra, but is it possible to update SDP ticket with JIRA resolution, notes , etc?
Problem in Initializing Postgres !!.. Kindly check logs...
I've met this problem for many times. The server OS is new installed and I ran the Installation, during the install process, this message came out. However, move to the install directory and ran sh run.sh can still work. Got confused about this alert. for more info, see the entire log zip.
Test new ticket
test
How can I create an integration with Microsoft TFS 2013?
Our company uses SDP for helpdesk break/fix type requests, and Microsoft TFS for anything related to application development, even break/fix items. Our developers want to see everything in one place and thus do not want to use SDP. We wish to present a unified experience for users that are requesting things from IT, so we tell everyone to log requests through SDP and if it is a development request, we manually move it into TFS. This becomes quite tedious, however we are set on wanting a single
[SDF-59933] Customer Satisfaction option
At present, when we close a request, a survey email is sent to the users. Instead of sending a "Survey email" separately, can we add the rating option (survey link) in the "Your Request has been Resolved" notification email?
APM oracle database monitor did not show informaction of tablespaces
Hi, I have an oracle database monitor and did not show the complete information of tablespaces. Is a configuration diferent? Thanks & Regards!
Custom view to end-user
Is it possible to share a custom view to end-users? Or can we share it only with Technicians? Thanks in advance.
Request Life Cycle and Approval
New status "Awaiting approval" is created. Approval Settings changed for this. Any status in template must have incoming transition. But is no way to send for approval by transition. I see only one way send to this status: menu Actions -> Submit for approval But in this way transition to status "Awaiting approval" is not fully functional and must be hided from technician and requester. How use RLC for Approval?
Windows Logon 2FA - Prevent on Locked screen
I've got Windows Logon MFA working on a few test machines but comes up every time the computer is locked. Is it possible to have Logon MFA only appear during account login and not for unlocking the PC?
Integration into TICK stack / InfluxDB
Hi All, Does anyone have experiencie merging the DB from Op Manager into the TICK stack? I want to pull metrics from it as part of a data warehousing architecture. Thanks!
Is there a way to have all notes/replys expanded in conversations
Is there a way to have the conversations always expanded? Currently only the most recent note/reply is expanded and depending on the issue there may be multiple updates and it becomes a tedious task to uncollapse each note/reply in order to view it.
Identity Governance challenges - a quick understanding
If you had to make a check-list of things to focus on, so you can keep your organization secure while ensuring it is at its productive best, Identity Governance (IG) will definitely be in the top half of the list. IG ensures the right people have right access to the right resources at the right time. Implementing this involves having a standardized process and a constant updation of access policies, which is tedious and time-consuming. Hence, most organizations end up heading down the primrose path
[Build: 11005] Customize Request Details Page
Hello users, Many of our users have asked us for a change in the position of a few details in the request details page. Hence, we have come up with a configurable option to customize the request details page. Using this, you can do the following customizations: Create a default layout for the technician and requesters. Rearrange the sections, tabs, and sections in the RHS. Remove unwanted sections from RHS. Add or remove details in the properties section in the RHS. Rollback to system default layout
Exporting full SDP Solutions from on-premises to on-demand
Hi, We have more than 100 solutions with images embedded and attachments. How can we export complete solutions, with formatting, and import them to on-demand? Regards, Antonio Soares
Editing a request on creation?
Is there a way to edit a request with a custom script once it is created. After looking at the JSON file I see that upon creation the request's JSON doesn't have the request-id as one of the keys, and in order to use the API commands to edit it in a script you need the request ID.
[Tips & Tricks] Best Practices for upgrading ServiceDesk Plus
We always recommend our customers to keep ServiceDesk Plus up to date as the new releases include new or enhanced features, critical security fixes and to improve the stability of the application. All theses are aimed at making the user experience better. While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes
Script to Update Task Name
I have a script I use to update the subject line of our Employee Onboarding/Offboarding request. All it does is add the name of the employee and the effective date. That script is below. Is it possible to edit this script so it can change the title of task on that request? Much of the work the task require cannot be completed until the effective date. So having it added to the task title would assist the tech's in visual sorting their assigned tasks and quickly checking when something needs to be
[Term of the Day]: Managed Service Provider
Term of the Day “Managed Service Provider” Definition — What is MSP? A managed service provider (MSP) is an organization that manages IT services for other companies. Managed services are responsible for hosting and then managing servers, specialized applications, and networks for the clients. In most situations, Managed services provider owns the entire physical back-end infrastructure and also provides resources to their clients. All these operations are remotely performed over the internet
default status on resolution tab
is it possible to set the ticket status to resolved in the ticket resolution tab?
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