Disable sent notification after request is closed for only certain request?
Is there a way to disable the feature that sends out a notification when the request is closed for only a specific request? I know you can disable it for the whole system and re-enable it after but I would like that when I closed certain request, an acknowledgement is not sent. For instance when we get e-mail loops, I would want to close the original ticket but I don't want it to notify the original requester. I know that adding the criteria to the SPAM filter will prevent future loops but sometimes
Disable sent notification after request is closed for only certain request?
Is there a way to disable the feature that sends out a notification when the request is closed for only a specific request? I know you can disable it for the whole system and re-enable it after but I would like that when I closed certain request, an acknowledgement is not sent. For instance when we get e-mail loops, I would want to close the original ticket but I don't want it to notify the original requester. I know that adding the criteria to the SPAM filter will prevent future loops but sometimes
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service?.
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards. Jordi
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards. Jordi
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service?.
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service?.
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??.
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards. Jordi
Ticket management workflow
We are in the mid stages of implementing SDP. I am uncertain the best way to manage "tickets" in SDP. For example, our current process is this: End user submits ticket to Help Desk via email. Tickets can be for anything that requires IT assistance. This means that a ticket might be anything such as a problem with a printer, new software request, conference setup or anything in between. Ticket is automatically created in help desk software with pending assignment status. Help Desk coordinator assigned
new hire/leaver workflow
Hi, We are running ServiceDesk Plus 9.2 Is there a way of automating new hire workflow where a Manager requests a new hire, an email gets shot to HR and IT to create the new hire (including workstation/laptop, phone, etc.). IT can the update the request once the user is ready for work. Is there anything how does other people approch that ?
It does not send an e-mail to the requestor when the request is completed.
Hello Community, I am testing the application and am facing the following problem: When the technician resolves the request, the system does not send an e-mail informing the response to the requestor. However, the e-mail sending function is working normally because the technician receives when a new request is generated. I was searching the forum and I saw that in the previous versions there is an option to be marked to "notify the requestor when the request is resolved", but in this last version
Linking Changes
Can we link related changes? Linking one or more child changes to a parent change.
Feature Request: Close Tickets Linked to Change
Maybe this has been requested before; however, I will ask again in case it hasnt... We use change management as part of our release process. Tickets for features/bugs, etc are linked to a change that is used for the release into production. It would be nice, if like the Problem Module, there was the option to close linked tickets when the change is completed/closed. Perhaps taking the closure code and comments and copying that to the ticket descriptions. We often have 50+ tickets linked to a change
Feature Request: Close Tickets Linked to Change
Maybe this has been requested before; however, I will ask again in case it hasnt... We use change management as part of our release process. Tickets for features/bugs, etc are linked to a change that is used for the release into production. It would be nice, if like the Problem Module, there was the option to close linked tickets when the change is completed/closed. Perhaps taking the closure code and comments and copying that to the ticket descriptions. We often have 50+ tickets linked to a change
It does not send email when the request has been resolved.
Hello community, I am testing the application however I am facing a problem and would like the help of you. - I have already performed the settings for email (POP / SMTP), however, I am usually receiving email when an incident is opened, but my problem is that when the technician solves the problem the system does not send an e- Mail to the requestor stating that the incident has been resolved. I was reading that in previous versions I had the option to notify the requestor by email when it is resolved,
Receiving email from generic email accounts
We have a few services on various servers that will send emails to our helpdesk. For example our backup server will send an email to the helpdesk email address when a backup fails. The problem is that the sending email is a generic email address that doesn't really exist. So naturally ServiceDesk will receive a failed bounce back message when it responds to a new request. The result is that ServiceDesk will add notes to a ticket stating that there was a failed bounce back message. Is there
ServiceDesk - Notification Firewall port
Hello supportI would like to know what port need to be allowed to send notification (those red popups informing technician that new ticked was assigned to him or something else happened - bell icon) to client computers accessing ServiceDesk using browser. Currently I noticed that its only working if I disable firewall on ServiceDesk server. Thank you - Marcin
Link not working in self service portal
Hello Build 9213 is installed. In the self service portal if you want to click on the names (Pending, Awaiting Approval, Waiting Update) nothing is going to happen. If you click on the number, it works. Please add the missing link or do not change the mouse pointer to a clickable sign. Regards, Markus
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards. Jordi
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards. Jordi
Report
Hi, I need help. I have 3 lines of support. I need to make a report on how many requests processed the first line of support. There are applications that close the first line. But the report on closed applications does not suit me, I need to understand how many applications I received on the first line, how many they processed and transferred to the next support line. Is it possible to make such a report? MSSQL 2008r2.
The top menu was gone
Hello everyone! On one of the computers, the site is displayed like this: Header is missing in all browsers. Browsers reset, but it did not help In FireBug i see this: TypeError: parent.jQuery is undefined ClientLogger.js:16:5 SyntaxError: missing ; before statement thirdparty.js:5:233383 TypeError: parent.jQuery is undefined ClientLogger.js:16:5 ReferenceError: jQuery is not defined ae-sdp-thirdparty.js:1:340525 TypeError: parent.jQuery is undefined ClientLogger.js:16:5 ReferenceError: jQuery is
Change request view for Requesters
Hello, I upgraded our ServiceDesk Plus today to the latest version and I note that there is a now a way to have requesters to be able to see the change request module using change roles? I have tried to get this to work but the requester I am testing with doesnt seem to be able to see the change module still. The Change Requester role is set to all users not just technicians if that of any significance. How is this meant to work? Thanks, Matt
Technical Questions (Difficult)
Hi all, Question 1: Is there away to remove specific information from a tickets History? and if so is there away to automated it for a load of tickets? *Note* deleting the ticket is not an option. Question 2: Is there away to remove a category from a bunch of tickets simultaneously? Is there away to do this? Many Thanks Colin Hardwick
Script for CAB approval with email notification
Hi All, Just wondering if there is any script to add the CAB members automatically and send for Recommendation as well based on the Change Template when the stage is changed to Approval. Thank you
Outstanding tasks block request resolution
Is it possible to set requests to require all associated tasks to be closed before resolution is permitted? I have looked at the request closure rules and cannot see anything that would enable this.
Work Log for users
Hello! Our technicans use a work log. And we want to show for our users, what did our techicans for them requests. But user can`t see work log of request. How we can show work log fot them? Thank you.
Widgets and SDP Dashboard.
Hi Everyone. I don't know about anyone else, but I am completely confused as to the usage of the 'Widgets' on the dashboard. Where do I find new widgets to add? (My widget section is empty) How do we create our own? I figured it would be easier than this without having a seperate peice of software (ie, Desktop Central or OpManager). Any help is appreciated as i'm at my wits end and about to throw the towel in on it (and yet another feature that is unable to be utilized) Thanks Jason
How to manage unknown workstation
Hi, I scan entire network 192.168.1.x and find all switches in this range. All my switches in this range are 30 devices. But I have some IP that should pingable from SDP server. Now when I ping an IP that put in the unknown workstation, I received this response: Pinging 192.168.1.21 with 32 bytes of data: Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination
Giving a Requester access to view another Requester's tickets
Hello all, I have a bit of a problem that I'm hoping this community can assist with. I have a Servicedesk user who needs to be able view tickets for 2 different accounts. One of the accounts is the one he logs in with, so there's no problem there. The other account is his external e-mail address that he uses to send in tickets to Servicedesk via e-mail. When he e-mails the tickets, they get logged under his external e-mail instead of his Servicedesk login. So when he goes to view the tickets that
Custom view in Request
Dears, About custom view, how can i filter all request have notes ? Thanks for respond.
Business rule creation change recommendation
When adding Perform these actions to the business rules it would be nice to remove any used categories from the dropdown menu that have been added to the actions set.
Business Intelligence and SDP
Good day, We do not make use of the built in reports with SDP but rather make use of Qlik Sense. WorkOrderStates have a field OVERDUE. Is there a field that I can select that will indicate FirstReponse breach and Reopened status and if yes where can I fin it? Regards,
Benefits of Creating Tasks
Hi, This is what we do: When we receive a request and 4 other departments must work on this one request, we duplicate the ticket 3 more times and assign them to individual teams. 1. Now, is this the best thing to do? Or can tasks help us? 2. Lets say we create tasks to be assigned to different teams. The ticket will be assigned to a team, however 3 other teams will be working on it. Under whose team will the ticket be counted. When it comes to reporting will we able to calculate individual team
Add Assets to business Rules
I would like to see assets added to the business rules. I have several systems that send me notifications and I receive a large number of emails that have the system name attached to the description or subject of the message. I would like to have a way that can see the name in either of these areas and then assign that asset name to the ticket. The asset of course would have to be in the system already to make this work properly. I am receiving messages from my SIEM, Desktop Central, Intel ProSet
Proposed new version of REST API
Hi All, We have been working on the latest REST API V3 for sometime now. We are glad to share with you the proposed format for the same. Click on the link below to take a look. http://beta.servicedeskplus.com/apidocs/index.html P.S: Any future enhancements in API and custom triggers will follow this format. Thanks & Regards, Padmakumar, ServiceDesk Plus Development Team
Auto assignment of Tickets
We are using Service desk plus pro edition in our firm, we have support groups in place and all the categories are mapped to these support groups, so when a ticket is created by selecting any category it is automatically routed to the respective support group which has a bunch of technicians associated to it. My question is that once the ticket is being placed in the group is there a way to auto assign it to the technicians belonging to the respective group. i know it can be done if all the tickets
SERVLET API updaterequester - SD Plus 9306.
Hi, I'm trying to update requester fields using SERVLET API (Operation,updaterequester) I'm getting: <operation><operationstatus>Failure</operationstatus><message>Please specify a valid operation</message></operation> I can do everything related to Requests. SD Plus 9306. Regards Josep
2 Step Verification
Dear Support, When are you able to introduce the 2 Step Verification under Mail Server Setting - Incoming mail Setup Thanks
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