Yes/No questions in resource fields SDP
Hello, I was wondering why, when creating a question in a resource on a SDP form, that the yes and no on the drop down flip around and alphabetisise themselves? When creating the form and pressing the drop down, Yes appears at the top, and No at the bottom. Upon saving the changes to the form, these flip around with No at the top, Yes at the bottom. Is there no way to order these two options how you would like them? Hope this makes sense! Thanks
Performance Issues
We're still experiencing performance issues with our new 9414 build. Pages and data take awhile to upload or refresh. We had a support call yesterday and completed this step in our db: ALTER DATABASE servicedesk SET ALLOW_SNAPSHOT_ISOLATION ON ALTER DATABASE servicedesk SET READ_COMMITTED_SNAPSHOT ON Are these steps still valid for v94 and above?: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100006.html
Notify Task Creater
Is it possible to Notify the creater of a Task when a Task is completed even if the request is not assigned to them? Thanks Jonny
This file is loading slow -- sdp-icons-pack1.png
What is the purpose of this file: /images/sdp-icons-pack1.png? It is loading very slow on SDP: about 4 secs.
System Log Message - How do we know what was updated?
System Log Message - How do we know what was updated?
Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
Service Catalog - Is there a list collector field type in SDP?
I am currently building a service catalog that requires users to select 2 or more options from a field. An example is -- I want the user to select 2 or more countries from a list of countries. However, there are approximately 196 countries in the world today and using tick box will consume too much space in the UI. When I was working with Service-Now a few months back, there is a field type called: List Collector. Is there a similar feature in SDP? The list collector looks like this:
technician rule for ticket status
does anyone know if there is a way to auto set the ticket status when I assign a ticket to a certain technician. I have 40 technicians and some work nights i would like to change the status from open to something else without having to go into each ticket. i looked in business rules those only work for new incoming requests
Backups Take FOREVER!
Is there any way to improve the backup process? After finally upgrading our Production servers to 9414, it was just a drawn out process. Add to that the fact that I do these updates over a remote session, I have to watch nothing happening while I make sure my remote session doesn't crash. So I have a couple of points to suggest more like a rant with purpose. 1. If you are going to check for ANYTHING (in this case the master key) do it FIRST!!!! Don't make me wait for 20 minutes, ask for my key, then
Get Attachments from REST API for version 9.0
Hi, I have a problem with getting file attachment and file attachment list API The service desk plus version is 9.0 My API address is https://request.fanap.plus/api/v3/attachment?format=json&TECHNICIAN_KEY=4AB1C943-9E69-4F3A-B91A-07E291CAE2F6&INPUT_DATA={“ATTACHMENT”:{“REQUEST”:{“ID”:”160”}}} and the response is { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Input data with entity and entityid
Emails to Notify after Approval
Is it possible to configure the mail notification in Emails to Notify to only be sent when the request is approved by the Approver?
Email to Purchase request
We have some email template that users can complete and send into the servicedesk, How do I get SDP to recognise this type of email as a service catalogue type rather than an incident? As its an incident I don't have the option to create a New Purchase request from the ticket. I have looked at business rules but cant see anything that works. If I look at the incident and under actions if I use the option "convert to service" it then gives me this PR option but I would like to have this applied automatically
Dashboard NOC style display
Is there away i can display a custom dashboard view to a TV screen without having to login as a user? Also is there away i can add other module widgets to is single display? eg Helpdesk graphs + Asset + porojects? Thanks
How to unassign requests in ManageEngine
anyone know how to unassign a group requests that have been assigned to me? i just want to put them back in the general queue.
Support groups
Can tickets be allocated to Support groups . Support groups have been set up but i cannot seem to allocate tickets to that support group i would like my technicians ti pick their own tickets from the support groups that has been set up
Prevent ticket creation for users
Is there a way to prevent users from opening tickets, but allow them to check the status of tickets? We want to force all tickets to only be created at the Help Desk, but give the users the ability to check the status of their tickets. I was thinking that you can modify the SDGuest role, but it doesn't look like there is an option for that. Thanks. Dave
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me the solution Please find the files attached screenshots and logs for more information Thanks
Request - Assign Tech, auto select their group
When assigning technicians, you select the group and then the technician drop down has whoever is in that group. Possible via trigger or other to reverse that? When I select a technician, I want the group to automatically populate with that tech's group. If multiple, give me the first as default. It would automate the assign process and remove a step and also force the group field to always be populated.
What is the best way to find out the SR# of a duplicate ticket that has been created
This is a bit of a silly question, but when I create a duplicate ticket, it doesn't appear to put me on that new ticket. It also doesn't provide me with the ticket number (which would be a big help). Aside from having to change filters and look for the newest request, which is time consuming and cumbersome, is there an easier way to get the newly created request number or get to the ticket? Thanks, Adam
Add open ticket queue amount to initial Requester page ?
Hi, we have a report, which shows in graph amount of tickets for each site per category. We would like to show the graph of already opened ticket queue per category to each site requesters, when they login, so that they know, what is the amount of open tickets before them. Is there a way to do this? When I try to customize the self-service portal settings, I cannot see a way to add such information for our users. Any help is much appreciated. Regards, Jan
Double Technician listed
Hi all, My colleague rename his account to a new technician as he left the company. The other deleted this user and created a new one. Now we have double entry under the action button to assign a ticket. Do you know where in the DB i can fix this view? Tried to search the tables, but can't find any. Thanks!
support group with email
Hello, i need to retreive the list of group and email of this group, first to check which one does not have a email adress and create it. second to create a file that will be use as input in a python scripts. any idea ? SQL, report etc... regards,
Alert Technician notification not working with a Business Rule
Hello, I have a business rule configured with an action of Assign to Technician and also have the notification rule on to alert technician by email when a request is assigned. The notification rule doesn't seem to be working, but the tickets are being assigned properly. The technician never receives an email. Is this not the intended function of that particular notification rule? Does the technician have to be auto-assigned in order to trigger that notification? 9.4 Build 9413 Thanks, Josh
Technician_cachecount and others
Hi, according to the performance guide I should modify technician_cachecount and others in globalconfig for better performance. However, the parameters are not present in our globalconfig. Can I simply add them? Which category and id should they have? Thanks Michael
SDP 9.3.9335: Hardware system requirements
Hello. Tell the hardware system requirements for SDP 9.3.9335, depending on the number of request nodes. With respect. Igor Stepanenko.
E-mail Id(s) to Notify on Service Requests
We are wanting to use the Email Id(s) to Notify field in the Service Catalog to automatically send an email to a specific individual when a specific service request is created. When I drag and drop this field on the form, there are no options for it. Can I set a value for this field--like an email address or select a specific Requester? Essentially, when we create this service request, we want another requester to immediately get a notification about it. We're using SDP 9417. Thanks!
Service Desk Portal
Hi there, Is there a way of embedding a public report graph on the service desk portal for requesters to view as a widget? Thanks in advance.
Only send email acknowledgement to requester for tickets created by email
Short version: Is there any way to only send the email acknowledgement to a requester when the incident has been created due to them sending us an email? Or alternatively, can it be disabled for incidents which we create ourselves in the web interface? Long version: When a user emails us, we want them to get the acknowledgement email. When we create an incident ourselves directly in the web interface, we don't want the requester to be sent an acknowledgement email. This is because they have usually
De-Provisioning Accounts using tasks
This may be a feature request, but I wanted to see if I just missed if this was possible and I just missed it: In our de-provisioning process, we have a requirement to sign off on each different system where we terminate access. We thought the best way to ensure we are getting each system account shut down and have a record of it is to make a task for each. This results in about 20 tasks. The tasks are all assigned to a support group but aren't assigned an owner. There are two challenges with this
Change Management - Adding an option to the Planning stage?
Hello! I am working on tweaking our Change Management workflow, and I need to add a specific field to the planning stage for a specific form that needs to be done for each RFC at our company. Currently, the options in the Planning stage are Impact, Roll Out Plan, Backout Plan, Check List, and Downtime. I want to simply add another option there for this form which would can function exactly like these other options (with and "Edit" and "Attach a file" options). I cannot find a place within the Change
Incident Template
Can I hide to requester the drop-down list "Change Template" during creation? Thanks
How to change request to resolved via API?
We can edit request and change status via API to any status except "Resolved"
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
Create a request from a Report
I want to create a request from a scheduled report. Background: The report extract a certain range of calls which need some additional action/verifying. I want to assign this report to a certain group for action. I though of emailing it back to the system but it might not be the best option. Any Idea's/Scripts ? Regards
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
F&F Rule script to prevent submission of request if field entry criteria not met
I'm looking for ideas on how to prevent users from completing the submission of a request if they haven't appropriately filled in certain fields. I have a template with 4 Yes/No pick list fields. At least one of these fields should be answered with a "Yes" value before submitting the request. Each field is mandated, but a user could still pick a "No" value for each and try to submit the request. I can use a script on an "On Form Submit" Field & Form Rule to pop up an alert saying that a "Yes" needs
Persian Language For ManageEngine ServiceDesk
Hi Help me How to change Language Manage Engine to Persian Please
Chart
Colleagues, I have upgraded my service desk to the latest build and I got a new chart feature. The problem I do have now is that a requester can initiate a chart with a group of technician but technician does not have a way to respond to the requester. In summary requester initiate a chart but there is no way a technician can respond to the chart (No available chart room for tecninican)!
modify approval field
Hi, I need to know if is it possible to modify the approve request field using, for example, mail commands an if an trigger can be scheduled when the application is approved
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