How do I color code my list of tickets based on status
Hi Team, Not sure if this is possible or if it's a feature request, I'd like the list of tickets in the "Requests" tab to be able to be color coded based on the "Status" field. I've added a screenshot below, excuse the awful colors I just threw it in to MS Paint to get the idea across. Is there a way of setting this? Thanks!
API Interface
I am not sure whether this is the correct place to ask or if the question itself is correct. I know API functionality is available in ServiceDesk Plus. Is there an API Interface available separately for ServiceDesk Plus? I think our point is we are trying to integrate ServiceNow and ServiceDesk Plus so there could be transfer of information between the two. I hope my question is clear
Representing Microsoft Enterprise Agreement in Software Asset Management
I am looking for some help as to how to think about populating our Microsoft Enterprise Agreement in ServiceDesk Plus Cloud. We have M365 E3 which has license for Office & Windows. We have O365 E1 which has license to cloud version of Office We have older version of office that we haven't upgraded yet but will soon. Are we best to use Software Suites and bring in all the older software under the single Software Suite? Anyone gone through this and have some experience to share? Thanks!
Service Desk Plus Inventory Scanner Terrible
Is it me or is the inventory scanner that is part of Service Desk Plus unreliable and doesn't automate enough of the data? I have approximately 340 devices it can't scan or the scan fails. I get the ones that may not be there but some are there and it just can't do what it needs to do. Seems like this utility needs to be rewritten? Anybody using something else to populate the inventory?
CMDB site details
Hi all, I am not sure if I am in the right area but here goes... The company I work for has 50 sites across Australia. Each site has it's own unique equipment and arrangements especially for telecommunications (WAN/Internet/Phone service). Is the CMDB section the right place to track all that, and, if so , how? I cannot see where they have sites listed in CMDB and if that's not a function of this module then it's pretty much useless to me. Basically, I would like to have each site listed, be
SDP On Demand API v3 - Update User
Hello, I am using the following URL to help me update a user: https://ui.servicedeskplus.com/APIDocs3/index.html#update-an-user Is this still the most up to date documentation? I create a ticket via API and the requester is new, so there is no e-mail for the requester yet. So, I was going to find the user with the ID the response gave with the request creation and then update the user email_id. Is this the correct URL to use? PUT https://{URL}/app/itdesk/api/v3/users/{USER ID} The input_data is:
SSO for trusted Domain
We are trying to configure access to our HelpDesk for users from new asset with separate ActiveDirectory Domain. We already have configured SSO using ADFS 2.0 in our main domain for access to HelpDesk and configured two way trust between our AD. So, now we need to provide the access for users from new asset from trusted domain. How we can do this or what options do we have?
VIP users
How to flag users as VIP and automatically increase priority on their tickets?
Yealink IP Phone scanning
Hi Has anyone successfully managed to get SDP Cloud to scan yealink IP phones into the Asset register? Yealink have removed SNMP function from their phones and I have been unable to create a scan using http on port 80. One of the main reasons we bought SDP was asset management and now it appears a large part of that functionality doesn't exist.
Ticket passing through multiple groups registered in each for reporting purposes
Hello, I have an inquiry to make regarding the possibility of a particular request being able to be registered once for each group it is being assigned to in order for the reporting tables to present each groups workload correctly. I.E. Incoming email parsed, servicedesk creates request, assigns to group1. -> Technician1 of group1 performs actions, assigns to group2. -> Technician2 of group2 preforms actions, returns to group1. (Reported as Resolved for group 2) -> Technician 1 of group1 contacts
Not all assests reflecting
We are using SDP Professional Edition on Cloud. Using Domain Scan. Only half of assests showing in asser tab Implementation done before 2 weeks. Tried all the solutions provided by support. Gets error while scanning on more than 120 assests.
Notification on SLA change
Hi, We have the system set so the longest SLA is assigned as default when a request is raised, unless they use the self service portal and set their own SLA. The notification they get sent when the request is opened advises them of the timescales they should receive a response and resolution, however we commonly change the SLA as some requests are under or over prioritised by users. We'd like the updated SLA to be sent to them in a notification, however I can't see where this can be configured,
Change Implementer Role
Hi, We sometimes need to raise changes on behalf of third parties that complete work for us. We'd like the implementer role to be correct but it only gives us the option of Technicians to be the implementer. Is there a way we can add either contacts or people unknown to the system to this field? Thanks Tom
How maintain unique assets via asset management
Hello We are currently considering ServiceDesk Plus EMS in the cloud. I have been reviewing the asset management module and would like to know if it's possible to select different fields as the Primary Key? We want to ensure we do not have duplicate asset entries eg the same mobile phone serial number entered more than once. Initially we plan to import an asset list via a csv file and manually enter assets as we purchase them. We use the serial number and asset number of each asset to ensure uniqueness
Import users from Google Apps
Hi ALL! I have account in SDP Cloud and this account is linked from my Google Apps Suite (i use domain-1.COM) How i can import to my SDP Cloud portal users (as requesters) from other Google Apps Suite (they uses domain-2.ORG) ??
How do I perform an AND/OR search in ServiceDesk?
Hi. How do I perform an AND/OR search in ServiceDesk? I've tried all combinations of AND and +AND & including key words in ' 'or " " but to not avail. Any suggestions would be greatly appreciated. Thanks AU-PC12GVAB
Prevent Redundant Request Creation
Hello there, We 're have some trouble on ServiceDesk Pro sdpondemand. The case is that we have multiple groups associated with unique email IDs. (Support Group 1 : group1@support.com, Support Group 2: group2@support.com etc.) Right now when an email is received one ticket is created for each mention of the relevant email IDs in the To: and Cc: fields. For example the retrieval of an email like this: To: group1@support.com; group2@support.com Cc: group3@support.com Will result in three tickets created
Overall performance
We have no issues with sites in general, but the performance of the ServiceDesk Plus Cloud is abysmal. At least a dozen times a day , I need to close and re-open the window because it simply will not load the next page (e.g. "Resolution"). I constantly have to refresh because the pages don't load. For a web service, it just seems incredibly sluggish. I raised a ticket for this before and was just told "everything is working fine". The issue is not specific to my PC - other technicians have bemoaned
Integration Rest API's
Hi, I am doing an integration between SD+ and Stackstorm which is an automation tool where we write workflows for Resolution of an incident. But when i am trying to integrte it with Webhook, SD+ is not able to enable the custom action due to error message as "Invalid URL", but URL is valid if i am hitting it form browser with authentication keys, which i have put as "HTTP headers" Which is working fine when i did it with service now. Please help Do we have any facility in Service Desk+ for adding
SDP on cloud users acess deny
I have two portals on SDP on cloud first one for IT support and second one for HR. I invite the users to first one IT support every thinks is OK the users can be join. But, when I invite them to second one isn't OK I face a attached massage. can you help me to give the requests to access the two portal by same login name (email address).
Customize Requester Portal Option didn't launch
Service Desk indicated that on September 1st the requester portal user interface would change. We sent out a communication to our users to give advanced notice of the change however manage engine never implemented it. Did anybody else experience this? Has the launch of the new requester portal UI been delayed for some reason or should I go ahead and select the "publish to all requesters" option?
Automatic User Provisioning from Azure AD instead of local LDAP
Hello, I have SSO enabled through Azure with the Zoho app. i also have the SDP app through O365 enabled. I currently use the LDAP and User Provisioning tool on my local Domain Controller to add new users that I create in AD, but this does not capture Azure AD only users. I want to migrate away from using the local LDAP/DC tool since I am starting to add more and more people to my Azure AD only instead of the local Active Directory. I looked at the provisioning settings on the Zoho app and the provisioning
Limit Self service portal to request assets
Hi there, I wanted to create a self service portal to allow users to request assets, nothing else. How can I do that? Thanks, Steven
Getting API102 Error when syncing user
Hello, I am getting API102 error when syncing users. I read this is an system limitation of certinan amount of user can be synced to SDP, and it can be changed or lifted. Please help ASAP.
Exporting Date and time from fields
Trying to do some date math on the Create and Resolve times of tickets. Exporitng through a report does not work because the report truncates the time leaving only the date. Consider the example: Create Time field 2019-06-09 10:00 Resolve Time field 2019-06-09 15:00 Doing a calc should give me a 5 hour difference. But the export truncates both to just 2019-06-09 so I can run date calculations on the data.
Verified Domains
Hello, I’m trying to verify my domain and I get the following error:
Automated Reminder Notification
Hi All, I'm looking for a way within SDP on-demand to create a follow up/reminder email for both the requester and the technicians. Essentially, if the service desk replies to a ticket, and there is no response within 24 hours by the requester, it sends a reminder email that there is an update. Same idea for the technician, reminders to review updates or inactive tickets. Everything I've seen online so far seems to revolve around the on-premise with custom sql or python coding required. Thanks
Filter removal in assets
How do i remove a filter from the asset area of SDP please, i accidently clicked filter and now have 2 on the screen as below.
Hide Incidents and Requests
I have many users in Service Desk that are set to see "All Requests" as they help manage projects across multiple sites and departments. We are considering processing employee termination requests through service desk but are concerned with who can see these requests. It should be limited to the person submitting the request and our IT Technicians defined in Service Desk. Is there a way to specific if using a certain template or choosing certain category that the request is private and only to be
Pick-up request with email command
Think I cross-posted to ServiceDesk Plus, so posting in the correct forum. I am trying to get the pick-up email command to work, but it only appends the request. Using the following parameters in the email response - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@
Assets management questions
Hi Support Team; 1. how to bulk update bar code? 2. how to change computer from Workstation type to Laptop type.? 3. see attached pic, in Picture1, I clearly have more than a dozen Dell Latitude 7490 Computer that belongs to the Toronto Offices Site. but when I want to make bar code for them. it only pulls 2 results (see Picture2) Can someone has very good experience with ME Asset Management call me on this? There are few questions I'd like to ask about this asset management tool.
Will there be Microsoft Teams integration in any way?
I’m sure most people are wanting Slack integration but what about Microsoft Teams? Our organization has been slowly moving users off of Skype For Business and on to Teams. It’s been working really well and users love it. Best part is it’s sointegrated into everything Office related and is included in our E3 licensing. No extra cost for full version. So as Microsoft continues it’s progress towards retiring Skype for Business(minus the On Prem version) and moving those users to Teams, will there be
What does this field do
What does "E-mail Id(s) to Notify" do? Is it to be considered as a "cc" field when replying or forwarding a request?
Actionable Messages and 365 Calendar not Working
Have a cloud instance of SDP and trying to test out Actionable Messages and 365 Calendar sync. I was initially trying just using the "Log in with Office 365" button on the sign in page, but then noticed in the help text that it only works if you are logging in with "Microsoft Single Sign on". I couldn't find any help articles specifying "Microsoft Single Sign on" specifically, so went ahead and just tried by implementing Office365/Azure SSO. I'm able to log in no problem, but still unable to get
SSO and non-SSO-login
Good Day, I am using service desk plus on demand and I implemented SSO in our domain. It also does work fine as long as you are a user of the domain. However when trying to access the Self-Service-Portal from outside the domain I receive the "NTLM Failed Redirecting To Login Page..." error. Is there any possibility to go directly to the normal login page when accessing the Portal from outside the domain? This would be great since we have customers in our domain but also outside of it. Thank you very
Switch from Cloud to On-prem
Has anyone switched form the Cloud version of ServiceDesk to the On-prem version? If so what were some of the issues you faced? Did it look and feel similar after the switch. Do you have any regrets?
User associated with assets suddenly showed up missing weekend of March 1st
After spending many hours getting all of our users associated with almost 900 assets 80 to 90% of the assets had been changed to In Store status from In Use Status which disassociated all of the users from the asset. We are a College where many computers are in common areas with many different users signing into them so we are not able to use the last logged in user as the owner of the asset. Support states that the logs show that the assets were never associated but I can attest to our HelpDesk
notification rules via SMS
Goodmorning Team! I think this feature could be interesting: send notification SMS only to particular users (for example VIP users) or to users of a specific Site (for example users of the Headquarter). What do you think?
Category and sub cat by site?
Hi, I want to define or reduce the list of selectable categories dependent on the site. Cats' seem to be global across all sites? any way to do this? Thanks David.
ServiceDesk Cloud - Free Version
Hi, We will use the free version of ServiceDesk Cloud. We are now in the try period, and we have all features enable for that. Is it possible disable the extras features and start from now just the Free Version (ServiceDesk only)? Thanks Paulo Santos
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