Extra info next to sender’s name
Hi SD+ community, First, thank you all here on this forum for your support for SD+ users. My company uses Google as our email provider and in recent weeks we noticed some strange behavior of mail sent to DISTRIBUTION GROUPS used by SD+. The new security mechanism introduced by Google for their email groups is described here: https://support.google.com/mail/answer/1311182?hl=en Simply speaking, we see in SD+ tickets with "'Sender Name' via Group-Name" as Requesters. This has serious implications in
A requester or technician is unable to self approve using python script
I have a trigger to call a python script that pull an e-mail address from an additional field on an incident template and adds the email address to the approvals list This in general works really well except if the logged in technician or requester completing the incident request and also enters their own email address into the additional field (this does occasionally happen when the person completing the incident in also a Line manager with approval), the request is created but there is no approval
Step By Step Make a new request from REST API
Dear Friends, can any one please Explain the Step by Step Procedure to Make a new request from REST API i cannot get the Idea from documentation about how to make a code, where to save , how to invoke the code?? what is the significance of API Technician key Etc..... Please help
where can I find overview of all current operations of the Servicedesk Plus API?
Is there a overview of all current operations of the Servicedesk Plus API? Currently it seems that there are four different API's that are not (backwards) compatible and differ in syntax 1) api 2) sdpapi 3) sdpapiv2 4) /api/v3 We're particularly interested in fetching TASKS and CMDB. PS. I'm new on the forum, if this is not the right way, I like to hear tips
Get techician info from technician_key
Hi, is ti possible to get the technician username and email from having onlty technician_key, via API or SQL? thank you, Davide
Scanned software "excluded" and "freeware" Under Licensed
Hello, Our Scanned software with type is"excluded" or "freeware" are displayed as Under Licensed in Servicedesk v9.0 Build 9002. The only option to set the Compliance type to Compliance is to add a software license for as example Microsoft Silverlight and set the license type to "excluded". Is this the only way? We have 2000 scanned software, if we have to add a license for all those applications we have to spend a lot of time. Hope there is a fix for this. Regards, Danny
SDP reply templates formating and Microsoft Outlook
I am currently running SDP 9.4 build 9409 and the support groups in the application submit any changes they need done by an admin to my team. When they need to add a reply/resolution template to the system, I notice the format is never the same as what I received. I receive the templates through a ticket in SDP and I copy them to Microsoft Word and I merge the destination formatting in Word, but after when I paste them in the SDP text editor for the templates, it looks good on the screen but when
Import software installed thru csv
Is it now allowed to import software installed in workstation thru csv ? Or we can have some methods to do it instead? Thanks.
$COMPLETE_JSON_FILE question
regarding the way powershell calls in $COMPLETE_JSON_FILE This is not the same json object you receive by making an api call to view a request.For instance, any custom $obj.request.udf_fields will not be exposed the same way the $COMPLETE_JSON_FILE is, it looks as if the latter already converts any custom fields to their label names and values, right on the root request object. So i am having difficulty in thinking up a way to test my scripts against the actual $COMPLETE_JSON_FILE object that my
How can I customise the Request Window Technicians Look at?
Hi Team, How can I Customise the Request window when I click on a request? From this default layout: To something more like this:
Scanned information displayed on the asset list page
Hi all, With my Service Desk plus build 9417 I can regularly scan, using SNMP, our network in order to detect and monitor photocopiers machines. It works well doing a great job detecting and then showing, in the attribute details, the total copies printed by each specific photocopier. However this information is buried in the details page of each devices making difficult to have a collective overview of the many hundreds of photocopiers machine installed in our configuration (basically you have
ServiceDesk Plus IOS
Would like users to submit tickets through their phone. Is there a way to customize the IOS template? It looks to only have the site and description for input.
SDP Outbound EMail Customization
Good Morning ME, I am administering ME SDP and have been tasked with making our Outbound emails less anonymous. Is there a process to change outbound emails, from SDP, to show from the technician it is assigned to? We have 13+ technicians that can reply or forward from tickets, and currently it only shows from the Reply-To address set in the Outbound email settings in SDP. I have attached a redacted image to show what I would like to customize after selecting reply in a ticket. Regards, Robert
Notification on CAB Member REJECT
I know I can turn on notifications for ALL recommendations for a CAB but that's not what I want. I only want to send a notification to the Change Owners and MAYBE Change Manager when a CAB Member Rejects in the Recommendation screen. Would also like to include that CAB Member's comments, name, date rejected etc Possible?
Remove solution title when copying to resolution
Hi, Is there any way to prevent that, when using an solution, the solution title and the word "description" are passed to resolution field
Is there a way to hide projects and solutions tab in Requesters View
Is there a way to do this? We want to hide these as we are still working on the workflows but would like to have Requesters use the Service Catalog.
Attachments in Grenerating Report
Is there a way for the attachments in the request be included in the generation of reports?
Requester/Technician Activity
Hi Is there a way I can see how many requesters/technicians that were online at a given time? / Robert Lundgren
Requester and Approvals
How can a requester see tickets that are awaiting their approval? They can currently see tickets that they have submitted that are awaiting someone else's approval but not tickets they need to approve. Maybe I'm missing something. Any help is appreciated. Thank you
Report on printer status (total copies printed)
Hi all, With my Service Desk plus I regularly scans, using SNMP, our network in order to detect and monitor photocopiers machines. It does a great job on showing in the attribute details the total printed copies status of a specific photocopier but as we have hundreds of them I wondered if it was possible to create a report that would provide a collective overview, listing for each machine, the total copies printed by that machine and possible, other parameters as ink level, paper level etc.. My
Is possible to add a Change workolog via api
Hi,is it possible to add a change worklog via API?
Uploading Requesters to amend user details
is it possible to amend current information for the requesters using CSV uploading without overriding information already on the system?
how the time of technicians calculated if the incident spans different technicians
how the time of technicians calculated if the incident spans different technicians
Crash on reboot
Our production instance has recently started crashing when the server receives an update and has to restart. Shutting down the services and restarting the server won't work. Problem seems to be with MS SQL connections. If I stop the services and have the DBA close all active connections, a reboot then starts everything immediately. Error logs mention not being able to make connection. We're on 9414 would this be a bug or is this a known issue? It doesn't happen in out dev or test environments. Prod
9425 Error
Hi all, We just upgraded to 9425 (Free License) For some reason, when I try to close a ticket, it says the following message: "On changing the site to "Main Office",the associated purchase requests will get removed. Do you want to continue?" We don't even have the purchasing module installed. Anyone else seeing this and have a possible solution? Regards, Sam
Conversation Notification
Hi all, Is there a way for a requester to have, in the request view, the conversation icons (or a workaround that allow the requester to be aware, without opening the request detail view, of a new incoming conversation) that is normally available for the technician? Best Regards Antonio
Question about SMBv1 and ServiceDesk Plus
Hi, I read here "https://pitstop.manageengine.com/portal/community/topic/smb-v1" that disabling SMB v1 breaks AD-passthrough/SSO in older versions of SD+. But in this case, does Active Directory authentication and user import from AD still work even if passthrough does not? Regards, Alexander Region Halland
is KEDB Still not available??
Dear, is KEDB Still not Available??? can you Please explain Step by Step how can Mark as known error be useful when a new incident is being created and self service setting " Show Suggestions to requesters while creating new Incident Request?" is set to YES
Assigning tickets to Support Group based off of site.
Currently evaluating SDP and we have around 80 sites divided into about 5 regions. Would like to assign tickets to different support groups based off of the region the requester is located in. Any suggestions?
Request - On submit script to update description
I am trying to create a script to run on submit of the request that uses user entered information to create the description. based on the examples and sample code in ServiceDesk Plus I have created the following script. However, the description is not
requester log in time stamp or report
is there any reoport that show last time requester has logged in?
REST API - Tasks
Hi Cannot see anything in the documentation how to create tasks in a service request using the REST API. Is it possible? BR Hans
Install SDP Recommendations
Dears , I need to know what do you recommend to install Servicedesk plus OS Version , SQL Version & hardware Requirement. Thank You
Multiple Support Groups and Office 365
We want to use multiple support group email addresses via an Office 365 tenancy but this can't be done without actually using a local SMTP mail relay server which is annoying. There are three ways of sending email to Office 365 - Full authentication, direct send or use a mail relay. https://support.office.com/en-gb/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4 We are stuck with one of two problems. If we configure both
Significance of Owned By Field in Support Groups
can you please explain the Significance of Owned By Field in Support Groups. how it affects the request
Icons for Template Categories
Hello team ! How can I change an icon in "Template Categories" list? Unfortunatelly all icons in new created categories are the same. Thanks
Open chrome extension (vnc or teamviewer) as Remote Control without java plugin
Hi, We have problems to open Remote Control from Chrome and Firefox browsers. We would want to know if is possible to call to chrome extension as Vnc or Teamviewer to omit the java plugin from Servicedesk Plus. It would be very good. Thanks
Implement OLA's alongside SLA's
Is it possible to implement OLA's (operational level agreements) alongside / in addition to SLA's? I need to be able to use OLA's to track performance of internal & external service functions that the ServiceDesk team rely on in order to successfully resolve requests in line with agreed SLA's.
Does ServiceDeskPlus support OLA's (Organizational Level Agreements)? If so, how?
We are new to this system, and trying to implement ITSM best practices in conjunction with ServiceDeskPlus. I don't see an option in Admin for OLAs or a means to create these through SLAs. Has anyone enountered this? If so, did you figure it out? All help appreciated!
Is there a way to re-assign an SLA?
Is there a way to re-assign an SLA that has been assigned to a ticket? E.g. we have the following SLAs: 1) SLA #1: Group = Level 1. Response = 30 mins & Resolution = 4 hrs 2) SLA #2: Group = Level 2. Response = 30 mins & Resolution = 8 hrs Scenario #1: Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. At hour 4 the ticket is still unresolved and they get an SLA Violation notice. Scenario #2: Our tickets go to our Level 1 team which triage
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