Extend the textfields of the tasks in the homescreen.
Hello Could you increase the text fields of the tasks in the homescreen. It would be very useful to read more of the title! As you can see, there is a lot of free space. Regards, Markus
What's the most innovative thing you've done in your IT support?
A general perception is that innovation is very rare in service desk environments that are generally locked into established processes. . I am trying to understand how innovation happens in IT service desks and looking for instances or examples where service desk/ sysadmin professionals innovatively solved challenges facing their service management operations. It could be handling a crisis situation , or a process tweak/ use of technology to achieve results,a growth hack, or a focused practice of
Spacer field type for form design
Hi, it would be nice to have a fietdtype 'spacer' that could be used if you wanted to group some fields and make sure there is some space to the next group of fields
Mobile App Pending Requests view
Have received reports from at least two technicians who have accessed the ticketing system via the mobile app (both were using iOS version) and when they access the "Pending Requests" view, they are able to see tickets from other support groups. When they access via the website and load the "Pending Requests" view, they only see the requests for their groups. Anyone else have this issue? We are on version 9.1 build 9117.
Custom tags in Sender Name field for outgoing templates
I would like to request that the templates include an option to edit the "From" field on Notification Templates. While a Reply-To option would be nice as well, I'm not referring to that in this feature request. I'm referring to the Display Name itself. What some platforms allow is the option to personalize the display name, the way Groups currently work. An example custom From Name: $Technician | Support Team = John Doe | Support Team
Unable to assign technician
Hello, I'm currently experiencing an intermittent issue where we're unable to assign a technician to a request. There are no error messages on screen, once you click saves it looks like its updated the ticket but leaves the technician blank. Seem to experience this on a few tickets every few weeks, any ideas what could be causing this? Running version 9.3 Build 9301 Thanks
Email notifications for Problem, Change, Pojects, Tasks
Hi Can you please advise if the IDs for the above modules are in the subject field (e.g. Problem ID ##$ProblemID##), will emails coming into SDP be parsed and attached to the relevant Problem, Change, Project, or Task record? Everything I've read refers to Requests and not the other modules. With regards to Task notifications, there is the Associated Module fields exposed. If I include the Associated ID in the subject field (e.g. Task ID $TaskID [$AssociatedModule ##$AssociatedID##]) will emails
Preventive Maintenance Tasks
Hi Team, 1. I'm looking to give PM access to the technicians without making them SDAdmin is anyway we can give this role to the selected Technician, 2. PM Schedule to be by day for example Monthly every last Friday Thank you
Add ## ## automatic
Hi, I want implementing a template that some tickets with specific requested, when we reply that ticket add automatic the ## ## . to add the history in the same ticket Is possible add automatic the ## ## in these tickets ? Thank you in advance!
Aged Calls per Technician and Unassigned
Dear All, Please how can I amend the MS SQL query below to include: WorkOrder ID Created Time and have the ability to generate the report on a monthly basis SELECT AAAUSER.FIRST_NAME,COUNT(WORKORDER.WORKORDERID) 'Inbound',COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-03-2017 00:00:00'), getDate()) <= 10 and DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-03-2017 00:00:00'), getDate()) > 5 THEN 1 ELSE NULL END) '5 - 10 Days', COUNT(CASE when DATEDIFF(day, DATEADD(s,
Show Workstation in Software Licenses overview
Hello, is it possible to add a column with the corresponding Workstation in "Assets -> Software Licenses Overview"? (./SoftwareLicenseListView.do). Thanks in Advance. Best Regards Florian
Closing rules for service request additional fields (SDF-55698)
Hello, The request closure rules only work for the default fields and for the incident additional fields. As a result, after converting an incident to a service request, it is possible to close the request via the resolution tab, even if no value was provided for one of the service request mandatory fields. This is a serious issue because it has an impact on the quality of our reporting. When will this be fixed? Best regards, Demetrius
start Purchase-Request as User?
Hi, I am evaluating SDP and got the free Version of 9.3 Professional running. Does SDP allow a User/Requester to start a Purchase-Request? As it seems to me, this is not possible, since the SDP-User-Guide only mentions the Purchase-Request-Approval but not how to start such a Request. Thanks in Advance Fritz
Too many notifications in a group request life cycle...I'd rather only have new/closed notifications, but how?
I am not seeing a way to notify a group when a request is CLOSED. We have multiple support groups, and we do not want to be notified each time a request is updated. From what I can tell, the only way to let a particular group know when a request is closed, is to turn on update notifications, which is too many, we only want a notification when the status changes to CLOSED. There is no need for the entire group of technicians to get updates each time any change occurs. Is there a way out of the box
Can't Purge Deleted Tickets from Trash
Support, I deleted several test tickets last week and according to the banner, "Requests in Trash will be automatically deleted after 24 hours from the time of deletion". It appears that I can't delete tickets manually either. I select the check box beside the ticket that should be delete and click "Delete": The banner displays that the request was successfully deleted, however it still remains in this list: The request was deleted on 04/14/2017 at 8:23 AM, so it should have been deleted on 04/15/2017
When Service Restart needed?
Hi Team, We are using SDP in our environment, just started.. We like to know that, When we need to do a service restart? and Which kind of configuration in SDP need a service restart? For best practice! Thanks,
Special Authority to a certain Template
Dears Can we give specific Users access to specific Template ? thank you
GET_REQUESTS API Restful - Filters by date
Hi every one, I need the results of the GET_REQUESTS API Operation filtered between two dates, (like a search engine), it is possible? For example: { "operation": { "details": { "from": "0", "limit": "50", "filterby": "All_Requests" "createddate": SOMETHING } } } Thanks Greetings
CSV import reusable template
When a batch of items reach us from one of our suppliers, we want to import these items using the CSV import function by reading the supplied Excel-file. We bring up the import asset form, pick the Excel file, and starts to map all the fields. This works well, all the items end up in the CMDB nicely. However, each time we import these files, we have to do the mapping all over again. Since we import several times a day, and all the suppliers delivers the Excel file in the same format (that is, the
Task notifications
Is there a way to automatically notify the technician assigned a request/case that a task has been actioned/completed/updated? I'm thinking a tick box that says 'notify assigned technician' would be great - similar to when you add a note to a case. I've searched through the admin section and I can't find a way that I can automate this via the notification settings. Thanks!
Update responded time via rest api
Hello- Is it possible to update the responded time via the rest api? In the example code below, the system indicates the request was updated successfully, but the response time value does not change. Any ideas would be appreciated. Public Sub test_update_ticket() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Dim params As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://help/sdpapi/request/12345" params = "OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxxxxx&INPUT_DATA="
Duplicate Users Report Not Working
I'm currently look at our existing reports and we have a report that works in SDP 9218 but does not work with SDP 9302. MSSQL select * from vw_rpt_DuplicateUsers order by FIRST_NAME
Is there a centralized request/incident logging location or report
I am looking for a way to see incidents that are deleted or modified and by which technician or admin.
I can't login to SDP with Android App
Hi, I created a new user in SDP as test/test in local database(Not in domain) and generated a API key with never expiration, but when I want to login to SDP with Android App show us below error: Login Failed: User authentication failed. Try again. What should I do? I use SDP 9303 with latest Android App Thanks
Facing the problem , while generating the login for technician
Hi I have downloaded In premise version of Manage engine Service desk plus and it is free as per web site I have created 4 technicians with the logins Now when I am trying to create 5th technician , it says Technician login count exceeds the license May I know , what is the issue here regards Sandeep
SD plus API JSONP support
Hi, Does SD plus supports JSONP in REST API? Thanks, PK
Aprroval limitation - Incident
Hi, Is there a reason why multiple approvals are not allowed in incidents? Most of our incidents end up becoming service requests.One more issue with service requests is that they cannot be merged and duplicating them is tedious (unlike duplicating incidents).
On Behalf of - Can we hide the fields (=columns) associate with the users just to show the name?
Dears, In our organization a new requirement was raised, that different areas cannot see other areas. Our current situation is that users can raise tickets "On Behalf of" anyone (DB value set as ALL). Before we consider redefining the implemented Sites, and set the parameter to be filtered by Site, we considered reducing the number of information displayed in the popup window just to the name. Please note this is not a matter of user preference, as we want to block the access to this information,
Can't find a user to assign a workstation to.
Hi, After updating to build 9306 we encountered a problem with assigning workstations to users. When we try to assign a workstation, we can't find users through the searchbar, only manually scrolling through the list of users. Searching in requests seem to work with problems too. When we search through the requests with can't see some of the last resolved requests. BR, Alex Matveev
Task Order in Change module
Hello Team, As a change manager, i am able to change the task order but as an implementer, even after assign full access to the implementer on the implementation module, they are not able to change the task order. You advice would help us Regards Solomon Ferns
Archiving old requests doesn't work
Hi All, we've just turned on the Archiving feature but in logs I see only errors. And requests are not moved to the archive. System Log Message: Archivinig Failed for WorkOrder : NNN Probable Cause: Unknown Column UDF_LONG1 specified Can you help me please. thanks Nikolay
Unable to login MESD
Dear Team, This is to bring to your notice, In my organisation 2 more persons are not able to log in MESD Plus Even after changing the AD Password also. Please provide the solution for the MESD logon. Treat this as urgent requirement. ([##8046933##] Your ticket "Unable to ligin MESD" has been created).
Sorry about the question, but....
In summary, what is the differences of create an IT Service Category to Business Service Category ... which\what is the reflect of that choice ? best rgds
SD doesn't start after restore
Server Started. Please connect your client at http://localhost:8080 AdventNetCC [STOPPED] ServerContainer [STOPPED] AdventNetCC [DESTROYED] ServerContainer [DESTROYED]
The pictures in the message body error
My SDP+ create request by fetch mail from a specified E-mail account，In some request, The picture can't display correctly,just like following picture: We have to download every attachments and judge that where they are should be at, We feel very troublesome. BTW,Not all of the requests have this issue. Please help! Thank you very much!
Unknown User Logged In
We have noticed an issue with SD+ 9011 (MSSQL) when a technician logs in they are unable to see their tickets and the logged in account on the top right corner says the user is "unknown". I tried searching the forums and did not find any related topics. The technician logged out and back in several times and it appears the issue has been resolved for now. However I would like to know if anyone else has noticed this issue or what the cause of this could be. Best Regards, Evan
Update on Open Issue
I had ticket # 8007824 and was given issue ID 65942 to reference but I don't see this on the issues list https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Known_Issues_View is there any update on this?
Multiple Department Approver
Hello, Can we have multiple Department Approver(s)? We need to have few users who can approve request Many thanks, Vanessa
Boot Camp Mar '17 - Asset Management
custom field
Hi, we need to add additional field in one of our service catalog item, this field will be numeric and it has to be attached to the descrtiopn directly whenever this field is filled. for example: the above pic is showing the Ref. ID field which it will be filled by the requester and it has to be attached to the description at the END of the mentioned URL in the description. for example: if the requester fill Ref ID field with 385 the description will be as the following with the hyperlink: https://liverequest.corp.boubyan.com/FormsCenter/Forms/AllItems.aspx?View={67FAE532-C275-40BD-83E7-52C4BE8DF4CB}&FilterField1=ID&FilterValue1=385
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