Importing Devices CSV file
Hey all, I am very new to this and i am in charge of importing a CSV file with about 500 devices that include the basic (name, serial, asset tag, model, user, location) how do i do this? I would like some help as i do not want to mess anything up, I would also like to know if there is anything such as an autoscan? that scans devices everytime a user logins in or every few days. Please any help would be appreciated.
Asset Movement
I am looking for assistance. We’re in the process of implementing the Servicedesk Plus Assets module for our ICT assets. Our current procedure entails that for an ICT asset to be moved, there must be two approvals and the final recipient of the asset should acknowledge that indeed s/he has received the asset. How best can we ensure that for an assignment of an ICT asset to a user to be complete, the aforesaid procedure would have kicked in; that is, if a technician wants to assign an asset to someone
Auto-close request with resolution
Hi there How can I auto-close requests based on rules (category, sub category, etc), ofcourse with resolution (it'll be one for a rule)
Is it possible to create a notification on a change request for a shedueld change window
Hi all, We run multiple changes a week in a weekly change window, many of these changes are pre-scheduled a long time in advance using the 'Scheduled Start' feature, is it possible to get automated reminders on these scheduled changes to help the technicians plan? Many thanks, Andy
[SOLVED] Use Email Command to set Custom Fields?
Hello, I am wondering if it is possible to use email command to set custom fields? I have it working to set preexisting standard fields, but would like to be able to set custom fields in our new hire template. Any help would be appreciagted.
[ SD-73911]Security issue
Hello, we just did an upgrade from build from 9424 -> 10000 -> 10013 and we noticed that all the credentials for Network scanning are saved in clear in the serveroutX.txt every time a scan is ran. This is not the first time this issue occurs to us, It's is very unprofessional and a breach of our trust since support is requesting the logs to debug some errors.
Project Management Printing
I am looking for a way to print out a project that will show milestones and related tasks. Is there a way to printout a project to a similar view and maybe MS project. It would be nice to be able to print this out and hand it to senior managers as needed.
[SDF-33593]E-Mail Template for Replying to a Request different for Requester and Technician
Hello I'd like to post one of my requests to the community to let them know, you might have the same feature request: I was surprised that if a requester sends an reply within the web-form, that the E-mail Template "Replying to a Request" is used for the Requester Reply. Because I used the variable Hello $Firstname and $Technician as greeting, this is not correct, if the Requester replies. This replying Template should be different for a Requester and for a Technician. (Or empty for a Requester)
ServiceDesk AD sync - Site and Office fields
Hello, We have been testing the AD sync on manage engine through the AD sync option. The issue we are having is that manage engine defaults to the "Office" field on an AD user object and maps it to the "site" field on manage engine. Is there a way to change this default behavior? We use the Office field on AD as a room number rather than a site location. Thus making all the Users on Manage engine have various sites when in reality they are all in the same branch office just in different offices
Forward email into SDP and preserve requester
Hi, In my environment it is very common for requesters to email technicians directly. At the moment the technicians manually create an incident on behalf of the requester, but I am wondering if there is a way whereby the technician can forward the email to SDP from their email client, and have SDP pick up the correct requester address. If they forward the email at the moment SDP sees the technician as the requester. I have tried the 'mail redirect' extension in Thunderbird which nearly works - except
ServiceDesk Mobile Notification Error
Dear ME, We facing error when updated to the latest version ServiceDesk Mobile for Android. You can refer to the attachment for your reference. I want to know what the impact to our current system prior to this error. Thanks Error
Exporting and Importing Templets/Service Catigories From "Test" to "Production" Environment
My Colleagues and I have two instances of the the ServiceDesk Plus one for use with our users "Production" and a "test" where we try new things. Is it possible to export a template/rules/categories/ect... from one to the other?
Link a request to another with REST API?
Hello I'm creating a new request with a script in "Request Custom Menu" and send some information of the existing request into the new one. SDP has the feature to link requests to another one. Is it possible to link the new request to the existing one with REST API ? I couldn't find the attribute for the link. Regards, Markus
[SOLVED]Assets change after we change them!
I have a large amount of assets that SD+, we have gone though a few of them and properly categorized them. For example, changed a Device that get set as a Router, but is actualy an Access point, and some APC's want to show up as PC's. .. Any ways we go in and change them, then the nightly scan happens, and boom. it changes it back! We can not keep track of assets if this keeps happing. and I could stop the scan but then when we want to scan something and do it manualy it will change again,.
Request Submit for Approval - Email Notification Options
Hi all, We are wanting to start implementing the Request Submit for Approval function shortly. However when attempting to craft the notification email, I see there is a real lack of options available. What variables are available? From what I can tell $ApprovalLink is the only variable available. Was wanting to have something like the below: Dear $ApproverName, $RequesterName has submitted a request that requires your approval. Details of the request, and the ability to approve or reject with comments
Need to combine Incident and SR field into one global field and migrate data
Hi folks, Does anyone have a process for this? We have two historical fields (let's call them Ext_ID and Ext-ID). One exists as a custom field on the SR and one exists as a custom field on the Incident. both are the same type. I'd like to clean this up and migrate this into one common field (Ex. External ID), but I would need to migrate the historical data from the two other fields. Does anyone have process for accomplishing this? Thanks, Adam
Update User Interface for Service Desk Plus On-Premise
Hi guys, how is the roadmap for the user interface update on the Service Desk Plus on-premise version? As far as I know the on-demand (cloud) version has a different and modern user interface. Thank you for your attention and best regards, Daniele
$COMPLETE_JSON_FILE
Does the $COMPLETE_JSON_FILE always get created? I can't find it in the location where it is stated to be and I am trying to get a Custom Script to work, get notification that script executed but get no email. Chris Trauner Network Analyst
[SOLVED]Problem sending mails with attachments to requester
Hello to all, we are experience some problems when we use reply option from request form with attachment. Sometimes requester receiving this message without attached file. No error message appear when we do this action. Could you give us some clue about how to resolve it? Thanks in advance Juan Manuel
SLA for usual and unusual exceptions - How do you measure these in SDP?
BMC Blogs published best practice for creating SLA and one of it is also our challenge with measuring in SDP. Here's the section in https://www.bmc.com/blogs/five-best-practices-creating-slas-itsm-environment/ #5: SLAs should account for usual and unusual exceptions It’s as important to define where the SLA doesn’t apply as where it does apply. Your SLA should define any usual and unusual situations that will hold up IT service processing. Some SLA exception examples might include: All orders will
[SOLVED] Does SDP allow nested functions in query?
I'm trying to execute this: SELECT "resource"."resourcename" AS "Nombre del activo", "productType"."componenttypename" AS "Tipo de producto", CASE WHEN compDefLaptop.islaptop != 0 THEN 'true' ELSE 'false' END AS "Es portátil", "state"."displaystate" AS "Estado del activo", "aaauser"."first_name" AS "Usuario", "deptDef"."deptname" AS "Departamento", "osinfo"."osname" AS "Sistema operativo", "osinfo"."servicepack" AS "Service Pack", substring(longtodate("resource"."acquisitiondate"),1,10) AS "Fecha
RequestLink shows old web server port 8080 in URL, even after changing the port to 80
We have just changed the web server port for ServiceDesk Plus (10.0 Build 10014) using the <<Changewebserverport.bat>> batch in the BIN folder (changed from 8080 to 80) ... worked perfectly for the web interface. However, now when e-mail notifications are sent out about requests, they are still referring to the old web server port ... and thus the Requestlink's do not work.
[SOLVED] people who are technician not shown in requester pull down
people who are technician not shown in requester pull down; but technician submit ticket too
onhold afetr a reply
Hi is it possible to put automatically the incident or request in the status onHold when you reply to the requester? thanks Stefano
[SDP] Notification Rules > E-mail Templates for: Replying to a Request
Hello, When a user first submits a ticket, we generate an HTML email to the user as acknowledgement. By default, when we reply to the user within ServiceDesk Plus, the HTML email is included toward the bottom. If the communication is on-going, this HTML can become long and skewed. To get around this issue, we created an E-mail Template for Replying to a Request. This will populate the From:, To:, Subject:, and Body: just fine. However, we would like to include the Sent: (which is the last communication
Email a group when a requester replies
Hi, I am running SDP Cloud, and am trying to find where to configure the option for any reply goes to a group, not just the assigned technician. We are getting a huge number of tickets, so often people are chasing up a request before it assigned to anyone. As the manager, I also want to keep on top of replies from requesters to other technicians within my team. I can't find an option other than emailing the assigned technician. If someone has any ideas, assistance would be much appreciated. This
Knowing owner of a Service Catalog
Hello, If we have multiple admins in service desk is there any way to know who created a Service Catalog template? Regards Ahamed
[SOLVED] Run powershell script after ticket creation
Good day, I kind of have an urgent request for information on how to trigger a powershell script on a certain request template submission. This is going to be for automation for users quitting. Questions: How do I use parameters from request fields in the Powershell scripts? How to trigger powershell script to run on request submission? Since request will most likely be submitted before user termination, I was thinking about putting information in a csv to be processed by a scheduled task. Is there
[SOLVED] Script to fill in Technician automatically in request form
I am busy making a template for technicians with the purpose of registering 'first line fix' calls that do not need detailed information to be saved. So in the request template almost all fields are pre-filled-in. Technician only has a minimum of info to enter. Now I need a custom script to be used at the template Rules tab that will fill in the name of current logged in technician. The script should do the following simple actions: - Fetch the full name of the technician - Fill in this name at the
Resend Survey
Hi, I see that this is taken up 4 to 6 years ago. However, seems this functionality is not available yet. Is there a way for us to resend the survey? It looks awkward in the report that says 'Not Assigned' in the Survey Report. Thanks to advise. Bing
GDPR Compliance
Which version of Service Desk Plus is GDPR compliant?
[SOLVED] How to avoid submit duplicate requests
Hi How to avoid submit duplicate requests with the same subject by requester 1? Scenario: a user record duplicate requests (with the same subject ) in one day. Also merge duplicate requests, it will take long time to handle them by technicians. There is a script or way to get the user's request status for a specific subject in today? When he/she try to submit a new request with the same subject, How to avoid submit duplicate requests with the same subject for the user!?
Temporary tasks
Good evening all, I'm trying to find a way to essentially create a temporary task or a reminder task. As an example, if we have someone who is unable to perform their regular duties due to injury/other reasons we move them to a different department to help out. When they move to the new department, their permissions get changed on various software to allow them to perform the new role. The issue that often happens is these permissions don't get removed when they return to their regular duties.
Loan Feature
The ability to loan items with a check out check in kind of thing. Maybe?
Need help figuring out how to classify assets properly
Hi folks, I need help classifying assets when entering them in the PO module. I'd like to do it properly, but I'm just not sure how to go about it. Here is the example: I have a quote form ManageEngine for purchasing DesktopCentral. The quote contains two items: a) 85511.0S3: ManageEngine Desktop Central UEM Edition- Subscription Model-Annual subscription fee for 225 endpoints and Single User License (1 item) b) 85510.0SU2: ManageEngine Desktop Central Addons - Subscription Model-Annual subscription
Re-open incidents upon non-requester replies
We've noticed that when other users that are not the requester but are included in an email conversation of the incident reply to an incident, it does not re-open (but it does re-open when the requester replies). Is there an existing setting/feature to change this behavior? To have an incident open when someone replies to an email even though they are not the requester of the incident?
Delete Announcements by others technicians!
In Servicedesk plus when admin make a announcements, others technicians can completely delete announcements , Why?
Workflow alerts to users
I have searched and found that task can only be assigned to technicians so I am asking if anyone has found a method to be able to loop users in on workflows. An example would be onboarding. Operations handles purchasing mobile devices, door entry codes, etc and it would be nice if a template could include a task that simply emailed them of the need. I am not concerned with user completing the task in Servicedesk at this point only them being alerted that things need to be done. thanks
Change Port 80 to 8080 on linux
Hello, I have tried to change the port 8080 to 80 but always the software says : "Port 80 is occupied". I have tried to reinstall serviceDesk plus with Port 80 but same message. Can you help me ?? Thank you
Task status
Hello Community, I have some template that are using resources and each resources option has a task related to it. Now, i want to disable the checkbox of that resources based on the task status. if a task has status resolved, closed or cancelled i want to be able to disable the resources checkbox. this would be a rules in the template. i have not found a way to get the task status. any idea anyone ? regards, Martin
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