ServiceDesk Plus home screen for requesters
My ServiceDesk Plus screen shows a home screen with an icon that reads "Submit your Request", which takes the user to the default Service Request screen to select a service or incident template. However, on one youtube Demo I saw two links, one for Incidents labeled "Report an Issue" and another for Service requests labeled "Create a New Service Request". How can we configure ServiceDesk to show several links in the home screen with custom defined labels?
Task Interface Across All Modules
Most of our projects, changes, etc. use many tasks and checklists (100-200 is not uncommon). There are two restrictions in working with tasks that I would like to request be improved. First I would like see the restriction from 50 tasks per page be increased to 200 or 250 like many of the other grid displays in SDP. I love the interactive grid interface when working with tasks. However, if I use the interactive grid to change a field value, the grid returns to first set of records in the display.
How to delete "Model" from ServiceDesk Assets
Added a model and forgot to change it from desktop to laptop and I either need to modify and change it or delete it so I can recreate. What steps do I need to do to make this happen. Tks Mark
Approvers automatic e-mail
We have a bunch of forms that goes through more than one approver for us to go ahead with the request, I can change the email in notification rules but is there a way to have more than one for different approvers?
Change order of fields in "Asset Details"?
Hi. I might be stupid, but how the heck do I change the order of fields in the form for adding new Assets manually? In the screenshot I provide I want to change the order of the two fields marked. (I've looked under "Edit Configuration Item Type" but Asset Details doesn't show up there. )
Search showing no results
After upgrading to 9325, I attempt to search for a user in our Asset module and it shows with no results. To clarify, previously it would say "No results found for (insert search term)." Now it just shows a blank page with the top drop downs. I performed the search against myself which i know i have assets assigned to me. Is this a known bug? Is there a work around?
Issue editing a workstation
Does anyone else have this issue. I tried to submit a ticket but no one has responded to the ticket. When you try and edit an asset(Workstation) the "Model" is not retained. This is a required field so if you make a change to the asset it wont let you save it unless you put the model back in. Please see the attached files for an example. This only started on version 9.3 Build 9323. I have upgraded to version 9.3 Build 9324 and it did not fix the issue. Database PSSQL I have cleared the the cache
Scripting Incident Status Changed Comments Field
I am trying to script adding a note to the ticket when the status changes to on hold and include the status changed comments field. I cannot locate the status changed comments. Does anyone know how to reference it? Thanks.
Daily scheduled report
Hi All, I am very new to this tool. I want to have few report which will run everyday. 1. Report to show all open ticket (list of open tickets to particular support team everyday) 2. Report to show inflow (list of newly assigned ticket to particular support team everyday) 3. Report to show ticket closer (list of tickets closed by particular support team everyday) Can anybody help me here how can I get these reports? Thanks in advance.
Widget to show inflow per support team
Hi there, I want to have a widget which will show me the inflow of tickets per support team. Is there any such widget available. Please suggest! Thanks is advance.
Disable Phone Apps Service
How can i disable only the phone apps service? Because a vulnerability we have to disable the phone apps and maintain the service for the web.
Report of Service Requests vs Incidents
I have this report that I created that shows the tickets created last week. Is there a way that I can show in groupings, the Service Requests vs Incidents? The report is MSSQL. SELECT "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "wo"."TITLE" AS "Subject", "wo"."CREATEDTIME" AS "Created Time", "serdef"."NAME" AS "Service Category", "lvd"."LEVELNAME" AS "Level", "pd"."PRIORITYNAME" AS "Priority", "wo"."COMPLETEDTIME" AS "Completed Time", "wo"."TIMESPENTONREQ" AS "Time
ServiceDesk Plus 9325 Released
I have notice that the 9325 release has broken our API integration, has anyone else notice this? This is extremely important for us and I needed to update to 9325 to fix a bunch of issues we have since 9320 but now I have to wait since 9325 will cause more bugs. Lately it seems like the track record for sdp updates isn't that great, it seems like the updates break more stuff then they fix.
ServiceDesk Release 9325
Hi, I have upgraded our servicedesk to 9325 however there's an issue with change management. As technician I cannot put myself as change requester (it previously work before). Not sure if this is related to the issue but I'm also the change owner. We are doing this process internally if we have to do patches, upgrades etc. Rowell
Iphone app
When I scan a product it does not bring the serial numbers in. Anyone know why?
Reporting on tickets opened and closed
Hi Could you help me create a customised report. I'd like to see total tickets created today, calls completed today broken down by technician, and how many tickets are older than 7 days old. I'd like it to be per specific support groups though. Thanks in advance Emma MYSQL Version 9.3 Build 9308
Export and Import a list of users.
Hi All I want to export a list of all the users from the tool and it should be xl or CSV type to be able to to make some changes, and again I want to import that updated list to the tool. The users list should contain the below information/columns. Name, Login name, Email, Department Name, Phone, CI Type, Job Title, Site, Domain, Project Role, Employee ID, First Name, Middle Name and last name Is there a query I could run to get this infor then I will export it to CSV and import it? Please assist
Administrator User - License
Hi would like to know if is necessary to have the administrator user enable all time or if there are any way to delete and assign all the admin roles to other technnician because is right now that user is only used like super-admin for configuration purpose (add roles to the techs) and is one license we are consuming and it and we think that it could be assign to another of our technicians. Thank you, Jacir
Restoring backup on test server not populating system
Hi I've taken a backup from our production environment that is in two parts. When I go to bin\restoreData on our test serve I restore part 1 first then part 2. The process seems to complete with no errors. When I log back into the test enviroment none of the data from the backup is populated. Our test server is not LDAP integrated at the moment whilst our production is. Could this be the reson?
Report Technician's role
I need a report about Technician's role to track SDAdmin and SDSiteAdmin for audit reason. Can you build a Query for that?
Unable to save any details on the site.
Hi Team, While i am trying to edit one site and making changes to it and then trying to save the same ,but unfortunately i am getting the below error without the changes been saved. "failure exception while processing the request " _J
Scanning for new software
The agent scan isn't picking up all software installations. We recently installed a piece of software onto around 60 workstations - but when you scan those workstations the software isn't listed in the results. Help!
Report that shows incidents resolved/closed within 12 hours
What is the best report to run that will show me requests that were resolved within 12 hours of being created .If a report does not exist then maybe a query that I could run,
Submission status restriction
Hi, can anyone help with a question please? I'd like to be able to restrict the fields that technicians can select when submitting a change (as per the attachment). I'd like only the 'submit to change' field available for selection within the status drop down. Does anyone know if this is possible please?
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
What is the difference between ServiceDesk Plus and MSP?
I'm trying to figure out which product is right for my company. We have two IT team within our company. First team supports our internal employees and 2nd team support our external clients. Does Plus support multiple accounts or will I need MSP?
ServiceDesk Plus - Report to view Incident History
Hi, I need the query to view Incident History. I also need a query to get the amount of time spent by each technician for an incident that has been reassigned one or more times. Thank you in advance. Steven
Password Problem
I forgot the password to my school account. Is there any default password or a way i can login without my password
Form rule to check entered value
Hi, We need a FFR to validate if the entered value was already used on older requests
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Create 2nd request when 1st request created
Is there a way to auto create a 2nd request when the 1st request is created? I know you can link and duplicate requests but this doesn't apply; I would like to auto generate the 2nd request when the first one is created. Have templates for both requests.
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
Disable open requests by email
Hello to all, is it possible to disable in SDP that requesters can open requests by email? Thanks in advance
Dashboard Customization
Dear Users, We are currently working on enhancing the dashboard section in ServiceDesk Plus.The rough screen shots is available at the end.Kindly provide us your suggestions . Dashboard Customization: With Dashboard Customization, users can customize the widgets that needs to be displayed in Dashboard Tab of ServiceDesk Plus. Users can add widget from external source iframe(widgets from external applications) or the chart of report(from Reports section). Reports having chart will be made as widget
Query all reports running / scheduled reports
Is there a way to find out who is running a report at a particular time and a complete list of all scheduled reports? Some users are creating reports and running which is causing java to use over 75% of CPU on our server and causing performance issues or crashing. I want to find out who these users are or at least be alerted when a report is using too much java. Any help would be appreciated. Rich
Timestamp Conversion
Howdy, I am populating the "scheduled start time" of a task based on a date field in the parent request. I'm seeing a weird behavior where the unix timestamp doesn't always produce a good date. For instance, one ticket had a timestamp of 10/02/2017 3:40pm. That translates to 1506958800. However, when I plug this into the scheduled start time for the task, it gave me a weird date of "1/18/1970 4:35am". I did some playing around, and adding 000 to the end of the timestamp seemed to get it to the right
Community
Community is showing blank in our ServiceDesk's Production site and Test site.
Report from Projects module?
How can I create a report of open Projects which includes this information: Project ID, Title, Priority, Owner, Milestones, Tasks and Dates? (using SDP version 9212, PGSQL) Thanks much, Mark Price
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Can Service Catalog templates be Site limited?
IS it possible to say that a template in the Service Catalog is only visible to requesters and technicians assigned to Site X?
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