How to set contract additional field as a mandatory field?
Hello, Did anyone know how can i set additional field in my Contract module as a mandatory field? I can do this in request, change and problem module, but not in contract.
Not sending notifications
I am using ServiceDesk Plus v9.2. See below notification setup. Apparently, all settings needed under Technician Notifications module are set, but technicians are not getting any notifications. Have also check the Junk filter condition under Admin-->Notification rule? If any of the condition matches though none do match. Kindly assist on this.
Date format in reporting
Hi Team, The date format in the reporting is Dec 7,201609:32AM I'm unable to change the format even in excel any option which I can edit this Regards, Vincent
Computer under Non-IT Assets
Dear, is there any issue if we add workstations/PC under non-it asset , because we have 100 MAC computer and no need to install the agent on these pc's . what is the impact if we added in the system .
No remote control option
Your manual suggests there is a remote control tab in Assets, however we do not have one
Get the Password of the new user
Dear Support, I hope you doing well, I just want to ask you, If we create new ticket from our email support but the user who sent the email is not in our Company, Then the system has opened new ticket by his email address and also new user in our Application So My Question how the get the Password of the new User to login the our SDP server Note that The user who sent the email has new new
Calendar view for projects and requests
A calendar view across projects and requests would be extremely useful. A calendar view of tasks within an individual project or request would also be nice. Please don't confuse this with the Gannt view as that is a linear and a calendar view is a month-at-a-time grid.
Forwarding an e-mail in a request - Mail headers
I am wondering if it is possible to get the mail headers within a conversation history when forwarding from within a request. Thanks, Patrick
Export project dependency maps as a scalable image format
The formatting and clarify of the current PDF export for dependency maps is bad and hard to work with when exporting large project task maps. The ability to print a scalable image format would be wonderful. That way I can print in a large format on our PMO plotter and print handouts for team reviews.
Report by group
Dears, we need to create report for Helpdesk group how many request receive the request during this month (not close or resolve the requests) because this group receive the requests and filter the request then foreword to correct group , is there any query or option to know how many receive requests and forward to other group. Best Regards
Where do these groups come from on service catalog templates?
We're using SDP 9301. I was editing a service catalog template and noticed what I thought were extra groups in the "Associate Groups to Template" section. I didn't think we had that many groups, but maybe I was wrong. When I go to Admin > Technicians > Support Groups, I do not see "Hardware Problems, Printer Problems, or Network" listed in the active or inactive groups: I am logged in as a full admin. Where else would these groups come from? Or is this a bug? Thanks.
Business Rules
Hi, Do you have any advice on the triage for when a business rule fails ? We have a rule that has been running for a while but failed last night, so it's possibly something happened on the server but could you list the steps and logs that could be reviewed so we could try to find the cause of this ? No changes have been made to the system that would impact this. Regards A
Populate automatically a field in requests
Hi all, I'm trying to manage an automatic update of two field in opening/modifying Requests. 1. A request in son assigned. A Technician takes it on charge: I need that "Group" field was populated with the group which Technician belongs. Example: Tech1 belong to Network group: when Tech1 takes in charge a Request, "Group" field is populated with "Network" value 2. I added a custom field to Requester and a custom field Request. When a Requester open a new request, I need that custom field in request
Reply using "SMS the Technician"
When sending SMS message from a ticket using Reply -> SMS the Technician the message sent is not stored in ticket "Conversations" nor ticket history. Can you log such information?
$ApprovalLink does not work
Hi The approval link that is sent in the Mail for service request approval, does not work . It gives this error: Invalid Key : Key could have been changed manually or would have been an old one. Why is this so ? The key has not been modified. Also, in the Notification Rules when I try to set the $ApprovalLink, there is no such variable in the column at the right that contains all the variables that can be included in the template.. Snapshot has been given below: Any solution to this? Version and
task and worklog
Hi, is there a way to extract by report task e worklog non directly connected to a ticket? In report section I have: Request Timestamp Reports -> Report by Technician; I don't see task and worklog created by QuickActions -> My Tasks -> Add New. Any tips? Thanks
Advanced Filter Issue
Hi Experts, I'm applying a filter in one of my reports. The report looks for 'Closed' OR 'Resolved' jobs. The second filter (Resolved) is ignored every time - how do I resolve this? Thanks, Gareth
Email each Technician with outstanding Calls
Is there a way which I can email each Technician with his/her outstanding Calls/Tasks automatically? Regards
How to attach file to announcements board
Hi, How to attach file to announcements board? or How to locate a file in SDP server (Tomcat) and insert link in this content? Thanks
Asset Report with request custom's field added to it
Hi all, I need to Join to an asset report's some custom fields from service request's template. Can you help me please? Sdp build 9224 Best regards Antonio
Migrate to new server and change database type
We currently have our SDP installed on a Windows Server 2008 (not R2) server using MSSQL Server on the same machine. I am looking at decommissioning this server and need to migrate the SDP installation to another server. Is there any benefit to moving to PostgreSQL (if it is possible to change the database type) or should we stick with MSSQL Server? The new server does not have MSSQL Server installed on it, but we can use separate one if needed. Is there a procedure for migrating the database from
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
Solutions, Keyword didn´t get saved
Hey, if i´m going to create a new solution, the added Keywords will be saved. If editing an existing Solution, the added Keywords will not be saved? It happens every time,no matter who created the solution. If i´m going to copy the solution and creating a new one with the same title, it works perfect. I also need the ability to add or even delete some Keywords from existing Solutions. Stefan
Restore Error on Servicedesk - using postgresql
Dear Support, I want to restore a backup file into another newly installed ServiceDesk in another server. But I encountered the error. See below details I got from the command prompt, where I run the restore. I saw errors like "Access Denied". Please help me find the solution for my problem. Thank you! - OB ==================================================================================== D:\ManageEngine\ServiceDesk\bin>restoreData.bat -c ********************************************************************************
AD attributes Reporting To and other attribute import via LDAP
hello, we imported users thru LDAP using from AD envi, but the user's information Reporting To and Ip Phone did not populate. please assist what can be done. Thank you, Vanessa
Servicedesk Plus - Opens in separate tabs
I have upgraded to Servicedesk Plus 9.3 build 9302. Since I have upgraded when I open a new request it open in a new tab. Is there a way to change that back to working in the same tab? If so, what is the setting that needs to be changed. Thanks.
the attachment in a request was not attached in the Change that created from this request.
hi, When I create a new Change from a request (select :associate change >> new change), The attachment in the original request did not attached into the created change. Is this as per design or a bug?
Service Level agreements
hi i have problem, I priority have 3 hrs resolution time and response time is 15 minutes, but when i create incdient its write me thats there is only 1 hour for resolution. please see pictures
Reporting overdue status
Hi Support, When i'm extracting report I saw a column named overdue status which has true and false values. Can anyone confirm the overdue status is from incident/request which breach the SLA? Regards Vincent
How can I remove a support group
Team, We are revamping our support structure and I need to remove a number of support groups. If that is not possible, I need to hide those support groups. What are my options? Thanks, Adam
Require fields when ticket is assigned, or emailing requestor, or using worklog
We get the majority of our tickets emailed to us, so they come in with most fields set to "not assigned". I have some daily scheduled reports that look at some of these not set fields, and it makes the reporting inaccurate. I have a number of fields required in Request Closing Rules but they only trigger when trying to close the ticket. Technicians can fully work a ticket without setting these fields until they need to hit close. And I'm looking for a way to require these fields to be set earlier
Does anyone know how to run a report that shows tickets that have been re-assigned?
For example, if I assign a ticket to a technician, and that technician assigns to someone else, is there a report that shows this data?
Notifications Port
Hello, We recently made major changes to our firewall policy and since then the SDP notifications are not showing, the message screen now says "Ooops..!! you are missing out on new notifications". What ports need to be opened up in order for SDP to receive notifications again? Thanks, James
SDF-62564
Can you provide more information on this fix? We are searching for instructions on how to utilize this feature and whether is requires a user to be an admin to do this. Thanks! SDF-62564: Option for Technicians to mark their availability by choosing 'Online' or 'Offline'. The significance of this indication can be viewed while assigning Requests/Tasks to an available Technician from the home page of Tasks and Request module.
Adding Bomgar Remote Desktop app next to RD connection in tickets
My company has Bomgar for RD. Is it possible to integrate Bomgar into SD+.
Possible to link the Auto-response email to an external source?
Hoping it is possible to use the auto-response email to link to an attachment such as PDF or Excel file. Our requesters would like to receive those emails and be able to reference it to the attachment that they sent in. Maybe by setting up a link using the Request ID#. Is that possible? Thank you, Chris
Java Exception has occurred
When trying to load the AD Self Service Plus Console, we receive a Java Exception error Running on Windows Server 2012 R2 in Windows XP (service Pack 3) compatibility mode Updated Jave to the latest revision (Build 1.8.0_121-b13) Any Ideas/
Incident/Request template - How to add additional Requester field
Hi, I'm looking for a way to add to a Incident or Request template some additional CI Details (available in CI Info tab), but I'm unable to find that way. Could you please have any sufgestion? Thanks in advance alessandro
Tickets On Hold
Good Morning All, I am having an issue with various Technicians putting tickets "On Hold" as a way of getting around SLA Breaches. I had asked before if it was possible to have "On Hold" requests approved before the status is changed and was told no. Is it possible to have an email alert if a ticket is put "On Hold" or at worst a report of what tickets are "On Hold"
Group Changed to Unassigned If Technician is not in Support Group
We have found an issue that assigns a group to "Not Assigned" if the Technician is not in a support group and even if "Group" is a required field. See the example below. Tech1 is assigned to SupportGroup1 and SupportGroup2. A ticket is sent in and is assigned to SupportGroup3. If Tech1 opens the ticket that is assigned to SupportGroup3 and selects "Assign --> Pick Up", then the ticket will be assigned to Tech1 and the Support Group will be set as "Not Assigned" SDP 9300. I had a similar issue that
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