Change to Database Schema after upgrading to 14940
We utilise the custom fields in dbo.WorkOrder_Fields for items such as Company Name or Ticket Category (eg [UDF_CHAR1]), and we currently query these directly in the database as part of our Data Warehouse and reporting solution. We notice that when upgrading
Worklog description disappears in resolution if you click status
Hello! When our technicians are in the solution field and choose to add a work log, the "Description" field disappears if they click on the dropdown list for statuses (see image). Is this a setting we have somewhere, is it a bug, or is it working as intended?
Build 14930 - Child request custom function broken
As a continuation of issues that have arisen since updating to build 14930.. We have been utilizing the custom functions for automatic creation of "child" requests, as detailed here: Create multiple Child Requests(13002) - Deluge Script This has been
Requests not showing in Table View
Hello, we have upgraded to version 14940 and just one user is having an issue when looking at requests in Table View (other views are okay but unable to search on those). We have tried clearing any filters and Columns but get an error message "Field Account
Change workflow - add images to notifcations
Hi, Can you please add the ability to add images to the 'Change Workflow' notifications? (add the image button to the control) Thanks!
Translate add Image on Edit request
On the Edit Request page and in the Request Description section, when I click on the Add Image icon, the image upload form titles are in English. Where do I translate this?
Report export
After install latest service pack we can not export report to pdf. Following error happening.
Merge project
Hello everyone, I would like to know if it is possible to merge projects on servciedesk plus please? Sincerely.
Periodic Notification Alarm
Is it possible to generate alarms at certain intervals where we can determine incoming requests and how can we forward them?
Close request without mail option
Hello, We are using the statuses "Resolved" and "Closed" and we want to send different emails depending on which status is used. However, we also want the option to close a request without sending any email to the requester. Is it possible to create a
Mail Fetching 365 mailbox User/Shared
We are migrating our mailboxes from On Premise Exchange to Exchange online and will need to use Microsoft Graph to connect. Would we need to use a Licensed 365 Exchange user account or will a shared mailbox work?
IT Assets are not showing up as CIs
Hi I feel that I am being extremely dumb here, but what do I need to do to get the discovered IT Assets (workstations / laptops & Servers) to show up as CIs in the CMDB? Thanks
Populate Services Affected basesd upon relationships from Assets Involved
If my assets are somehow connected to a Business Service or an IT-services. Why is there no way to see that in the Problem itself? I need to manually add both Assets and Services Affected instead of SDPlus just readning the CMDB and populating it for
How can we create a view of Changes by Implementer or Reviewer?
In the Changes module there is not a filter or column name for Implementer? We need to create some type of view for Technicians who are Implementers. Is this possible? Either in the Changes tab or the Home Page on the Technicians Homepage or a Dashboard
Can Auto Solution Suggestions and/or Zia reply to tickets created via emails?
Can the Auto Suggestion functionality and/or Zia be trained to reply to tickets created via emails? Almost all of our tickets are created via emails from the user community. It would be great if we can train the system to analyze these requests and reply
Upcoming Release : Lookup Field Enhancements
Dear users, We are ready to unwrap the upcoming enhancements in Lookup Field. Below is a brief run-through of the same: Lookup Field Enhancements You can now add lookup fields to request templates. To create a lookup field for
All fields register as Username/Password fields?
Since the fix for the Edge browsers was released I've started having trouble with Bitwarden Extension instead. On all selectable fields in a Request it thinks that they are Password or Username fields
Survey
Hello, We would like to have your opinion on the use of the satisfaction survey please? In fact, the button for the survey is located below the resolution or notification email of the resolution of the ticket. So, the requester can take the survey but
Reference Entity field (user) doesn't retrieve name in script
I posted about this before but the issue seemed to disappear so i deleted the thread. However, it seems to have returned.. Build: 14930 We have created an additional incident field which pulls from the User's entity with "Primary email IS NOT empty" criteria.
Change site name - how to?
Hi ALL. We use SDP 14840 with AD sync. Currently Requester's site name is syncing from AD (field name = office). Site Manager has access to all Requests of own Site. Sometime we need rename Site. We do all changes in AD side and after some time new data
How to edit relationship attributes
Hello dear forum :) We are using licensed servicedesk standard for years now. At the moment I got a test license for Servicedesk cmdb to be able to document our a IT services. I did some testing. I created a new CI item and also some relationship attributes.
Great ideas to get ahead of ServiceDesk Plus!
You must know SharePoint. This software has an internal social network that helps organizations to manage their internal communications, information and programs more easily. It will be great if ServiceDesk Plus is equipped with internal social networking
Report on ServiceDesk Plus App Usage
Hi, Would it be possible to generate a report on the usage of the ServiceDesk Plus app? We would like to see which users log in, how frequently they do so, and, if possible, the number of tickets they create or edit within the app. Best regards, Ras
Resizable States in Request Life Cycle
Please let me make states bigger with more connection points
Obligation de réponse d'une enquête (survey)
Bonjour à tous, Je souhaiterais savoir s'il est possible d'obliger le demandeur d'un service que le fichier ne soit pas fermé si le demandeur ne répond pas à l'enquête? Après la résolution, l'utlisateur doit répondre à l'enquête pour pouvoir fermer le
First Call Resolution Feature Proto Type
Hi All, We have come up with a proto type on the First Call resolution feature and we would like to validate our idea with the real world use case of our customers. So please share your thoughts on the below idea on FCR. FCR : FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact. Benefits of FCR : * Could be one of the metric to gauge the Technicians knowledge / Skill / Expertise. * Could
how to email tech when request is resolved or closed
Does anyone know how to enable Service Desk to email all techs when request is resolved or closed
Build 14930 - Additional Field "Allow numbers only" validation failing due to leading zeroes
We use an additional field for inputting employee IDs. Those IDs are a fixed length with leading zeroes. We have never had an issue using the "Allow numbers only" validation for this field, as all of the individual characters in an employee ID are numbers.
Gestion des Problèmes
Bonjour à tous, Je souhaiterais savoir s'il est possible d'exporter ou de récupérer les catégories associées aux problèmes sur servicedesk plus s'il vous plaît? Nous souhaiterions récupérer les informations suivantes : - Categorie - Sous-categorie - Element
Left requests panel refresh bug
Since about 2-3 updates ago, when viewing a request, the list of requests on the left hand side is not being refreshed anymore. I always had the refresh set to the following and both, the main list of requests were refreshed every 3 minutes and the list
Cannot Find Email Template for Incident Status Change
I am looking for the template that notifies the technician of an incident change of status. I lave looked all through Automation > Notification Rules and just cannot seem to find it. I know I have modified it before but I cannot find it now. Can someone
Search Additional Fields across Multiple Templates
Hi All, Common Fields in Service Desk are the ones that can be used in multiple Forms/Templates and so I was wondering if there was any way to search what fields are used in what Template. For Example: Let's say that a Common Field such as 'First Name'
Due date
Hello everyone, I have two questions about the use of due dates and actual end dates please? 1/ Is it possible on Servicedesk if the requester sends an email with a copy of the service email address and the due date is automatically retrieved in the system?
Change approval history
Hello. I am just starting to use the Change Module and am having some problems finding the correct information in the history, specifically approvals. In the approval summary, it doesn't appear to list who did the approving. In my example below, I have
Please make it possible to disable or skip Details in Change
Details in Implementation is used for showing Additional Fields. For us it's always empty. Please make so that if Details are Empty don't show it, just jump to Tasks instead so that it's obvious that there are tasks present in this stage. I'd rather not
Add date on daily task - Maintenance
Hello everyone, We have created automatic tasks in Maintenance and we would like to add a date in the title if possible. This is a daily task of an IT support as shown in the following screenshot: And we would like to add a date Example: Eric Daily Task
Send email to all users when publishing an announcement
How do I send an email to all users when putting out an announcement rather than having to select every single user one by one which is not feasible? Thank you
Error changing any option in General Setting - Advanced portal settings
Hello, When I change any setting, appear a allert in the browser saying (sorry, it's in portuguese): In english: If you change the alias URL: SAML authentication will be disabled and service provider URLs will change. To turn authentication back on, you
How can I include the custom defined field value in my query?
I can add a request by sending the following JSON to API: { "request": { "description": "request description", "requester": { "id": "6906", "name": "Leo" }, "subject": "Time off/Over time application", "template": { "id": "3906" }, "udf_fields": { "udf_pick_5706":
Change Workflow doesn't respect Closure Rules
In our Emergency Change workflow, we go as fast as possible to Stage 4 to implement the change, then we go to Stage 3 to Approve the Change and make it permanent or decide if we need to do a rollback. We've set Stage 4 to require all Tasks to be completed
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