Requester requests for approval
Hello guyz, Am experiencing SDP for the first time. And i have a question as follows: Can a requester request for approval?if yes, how? Because the only feature i saw is when the technician request for approval for the solution. Best regards, Brian B.
Recover deleted change ticket
Make it harder to accidentally delete a change - Working quickly, viewed a task in a change ticket, went to Actions > Delete. Oops! It was too easy with nothing to stop me. Also recover deleted change as possible with deleted requests - Why doesn't this functionality exist for changes as it does for requests? Thanks, Richard.
Custom Triggers with service requests
I'm starting to build an IT Onboarding workflow. The idea is that new tasks/tickets/scripts will be triggered along with approval workflow in ServiceDesk Plus. My first hurdle was to simply run a script after service request submittal (like custom triggers for incidents and changes). Unfortunately, the only scripting available is client-side form rules in Service Requests. Can we get custom triggers on Service Requests? If it's already there, can somebody point me in the right direction?
Auto Pickup on Reply
Is there a way to automatically assign an unassigned request to a technician when they add a reply to the request. Thanks
Assign Group and Technician
Hello, Only the group looks when I want to throw a technician. Has this feature been removed in the last version? Under this group there are 3 technicians. versiyon: 9.3 9304
make it mandatory to Assign Task to Technicican
We need a way to make sure Technicians are assigning tasks to another tech all the time.
Archive to a Archive DB
Is there any plans/method to archive to another database? The moment you have quite a lot of records, the files is getting quite big and if the archive data can be in a separate db, it will have a huge impact on reports, backups, etc.. This way you can keep your archives for a longer period not affecting your real-time data. Regards
How to configure the system to send a notification email to the technician when the request is due?
There is a way to set up the system so when the request is reached the due date, the technician will receive a notification email.
Approve.jsp pop-up page
Hi there, i want to show other approve details inside apporeve.jsp page. are there any chance of this? Thank you.
Granular SDP admin access
Hello, We would like to give one of our support teams permissions to create technicians in SDP, without providing them full SDP admin access. How should we proceed? Best regards, Demetrius
Mail Association to Problem
Hallo, It would be useful having a mail thread associated to a Problem, especially when external support is involved. I wonder if it will be possible to implement this feature.
Form and Field Rule does not work
Dear team, I am using SD Std Version 9300, trying to use Form and Field Rule but it seem not to work. I try with Category field, uncheck 3 option ( mandate, user can set, user can view). Then on form load I add rule once request create/edit. then it show Category field and allow user to set and mandate field. But it not working. I try with requester role and create new ticket, but Category field still not show as expected Do you have any idea Thank you ! Tai
Creating Requests
When our customers contact us, they can leave their name, id, or computer name. Is it possible to enhance ServiceDesk so that calls can be started by typing something other than the Requester's name? The Asset name (which in turn links to a customer's name) would be helpful. Thanks.
Pass-Through (SSO) config with two DNS site in Active Directory
Hi, I have two DNS site in my active directory and I need to add both of DNS site in Pass-Through configuration. What should I do? Can I put two DNS site and separate it with comma? Thanks
Merge Service catalog and Incident Request
Ciao Right now you can merge only two incident, but not two service catalogs or an incident to a service catalog or viceversa Is it possible to implement this? obviously the old request will be kept as primary so all the SLAs will be referred to that. These are the case that happend to me sometimes users open two service catalogs for the same request or you have an service catalog opened and the user sent an email (at the end is an incident) for the same request. Have the possibility to merge service
Gantt view for Requests and changes
I would like to see the same gantt view option that is available for projects, available in request and change management.
Determine Asset Type during Network Scan based on MAC address?
Hi, Have a bunch of Polycom VVX-310 phone which do not support SNMP. Is there any way to get them automatically categorized based on MAC address during the network scan? If not, can this option be considered in a future release? Thanks, Shahid
Request opened by email
Disable the request opened by an email except when comes from a user that is in a specific domain group. Do you think is possible? This is a way to stop the lazy user that does not use the web form but grant to use the email to an user that have difficult to use the form because is always outside the company or is my chief. thanks Stefano
How to associate software like MS SQL to incident as asset
Hi, I want to attach my database software as asset in incident form. Already I don't see software as asset. What should I do? Thanks
Non-login URL for solutions
Ciao We want to integrate some solutions from Servicedesk under an intranet page and some manuals. Is it possible to implement a Non-login URL (like we have on the change request) for the solutions? Thanks Regards Stefano
Script to remove software from Disposed Workstations
When we uninstall software from a computer, ServiceDesk Plus still shows that the software is installed. Even after running Scan Now on the computer. Should the software be removed from the computer list of software in ServiceDesk, when it has been uninstalled? Also, software remains in Software Licensing when status of computers are marked as Disposed. This is messing up our licensing and numbers are off for reporting.
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.
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.
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
Need some query to update Sites and Technichian
I have use SD Plus 3.3 with progessql, please help to give me a query to update Sites (Region,Time Zone,Address Line 1 ,Country,Email), Department (Names) and i have a question about PO that my ship address and my billing address is different so what field i can update it and the query if have ? Thank A lots
Announcement ticker or banner on every screen instead of on the home page
When we have an outage or announcement, we want our users to know it. Unfortunately, nobody visits the SDP Home Page. Can we have a banner or ticker feed across every screen? -Adam
Add tasks directly in to the project gantt view with a "Quick Add" feature
It would be nice to add a task directly in to the gantt view. This is helpful while reviewing project statuses and outstanding tasks with a project team.
View and edit project task dependencies within the task and gantt views
It is very difficult to work with a team to review a project schedule due to the fact that project ask dependencies may only be defined and viewed within the dependency screen. It would be nice to have a dependency column in the project task list view that is editable on the fly, using the task ID. It would also be nice to modify dependencies while viewing the gantt view of a project rather than having to constantly go back and forth between the dependency and gantt views and refresh every time you
Expand/Collapse 'Child contracts'
Dear support team We are using Parent/Child contracts. We have yet >70 contracts inventoried, but a lot of those are child contracts. In the current list view, parent and child contracts are mixed and not distinguished (you cannot tell which is a parent and which is a child) and it is there is no option to apply a filter to only view parent/child contracts. In my configuration, it would be great to have the option to expand/collapse a Parent contract to show/hide its child contracts. So child contracts
Requester issue
Hi guyz, As you can see on this screenshot i took. Is there a way of adding a link of the request resolved in order to facilitate the end-user to reply via SDP if maybe the user is not satisfied with resolution instead of replying the email? Find attached the screenshot for more clarifications.
Is it possible to add custom Change Stage(s)?
hi, In our SDP, the Change Stages are fixed (6 stages). Is it possible to add custom Change Stage? (Our potential asked for this request feature). Thanks.
New Fatures in 9300
thank you team for your effort, the new features in 9300 look amazing, i just like to have these two comments: 1- the feature for use to upload his picture, it will be great if it loads automatically from ActiveDirectory while doing the AD Import, specially we setup already the Single Sign On. 2- for the new Dashboard features, can we have some more control over it? for example, the SLA Violation, can i edit it or control it to select for which category and which period, and so on many thanks Mahmoud
Configure Auto-Ticket Create on Service Desk Plus
Dear everyone, Did anyone have experience on auto-ticket creating on Service Desk Plus? Could you kindly share me please? I am testing on this product in the present. I am stuck on this setting. Thanks in advance! Best regards, Kimsin
Project and milestone closing rules
I would like to set rules for project closure to ensure that all tasks within the project, or within a milestone are closed before the project or milestone can have a status of closed.
Variables in Reply Template
This would be really handy. They already exist in the notification temples, however having access to the variables in the reply template would help to standardise communication from the Service Desk to the clients. eg: ------- Dear $RequesterName, My name is $Technician and I am handling your service request. I tried calling you on $RequesterPhone, but was unable to catch you. Please reply to this email with your preferred contact details, plus any extra information you may have that might help me
SDP request feature
Hello guyz, I am facing an issue in SDP where by user ask if they are not satisfied about the reply of their request.Is there anyway that they can get a link in the reply-email(that the technician has sent) of their previous request in order to reopen it? Kindly assist Regards, Brian B.
Additional Levels of Organisation
Our current organisation structure is: * Teams * Departments * Directorates * Organisation We are looking into automating the approval workflows but so far our particular org structure doesn't fit into the SDP org structure. The only way I can see currently is to use the following: * Teams = Departments * Departments = Sites * Directorates = Regions * Organisation = Organisation The problem is that communicating this to users, requester's and technicians would be a massive pain as it is very counter
Auto assign technician to a request if they reply to a request that is not assigned
Hello, I would like the ability to auto-assign a technician to a request when they reply to a request that is not already assigned. Can you please help me achieve this? Regards Mark
iPhone App
We're switching to iPhone 4 as our corporate phones and an iPhone app that would allow us to view and close tickets on the go, and to allow staff to log jobs from their phone would be awesome.
Approval Template Preview when receiving a Request for approval
Hi, When a Service Request is sent for approval the approver receives an e-mail notification with the relevant link. The link displays the following page as captured below. Is there a way to display the Subject of the Request too and not only the description? BR, Mary P.
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