Technician on leave
Is there a way to have a tech on leave for a few hours, or do we only have full day options>
Login with AD account from mobile site not working (works from desktop site)
We use AD authentication, and I can login from SDP’s desktop web site AND from IOS mobile app to SDP. BUT, I cannot login from the mobile site that is displayed when I use my iPhone’s browser. I’m getting a message saying “Username or password incorrect” (but the password works fine when I request the “desktop site” instead). See attached image for reference. The problem is that our users and technicians use the mobile app, and when they are reading requests’ conversations that have links to any
Change Status when a reply is received from the Requestor
Hi, We currently put Requests into a Status of 'Awaiting Customer Response' when we ask a question of the Requester. Is there a way to automatically change the Status, thereby starting the SLA clock, when the Requester replies? Thanks In Anticipation Ian
Attachments in solutions
Hallo. When I insert an attachment to a solution and close the request, it is not sent by mail to the author. I have to first send the attachment through the answer, then close the request. This is not convenient, because many authors do not use the portal, but only by mail. Thank you and have a nice day.
User Onboarding
I have a question that I hope someone can possibly assist with. We use SD+ as our incident management tool When when do user onboarding our process is for HR to open a ticket. The issue I have is if a user needs access to multiple network locations and applications, approval is required from multiple different business units. Is there a preferred way to gain these approvals using SD+ without having to open multiple incidents and link them together? You cannot send a task for approval off an incident
Show home page after clicking on new incident
Dear Sir, Is possible when we click on new ticket ,It takes me to home Page.PFA
Deleting a technician
If I delete a technician, what will happen to: - the notes this technician created? - requests that were assigned to this technician?
Preventing Ticket closure if tasks are open
Hello all, Is there a setting to prevent a ticket from being closed if there are tasks that are still open?
SD+ IOS app purchase order approvals
Hi All, Is it possible to have purchase order approvals pushed to the ios app? this works perfectly for Request approvals. Thanks Russ
Service Request SLA's
Hi, Is there any way of using Impact and Urgency to drive the SLA for Service Requests, in the same way that it works for Incident? We do get some Service Requests which can be more urgent than a similar request, we would like to be able to automate the SLA definition for these if possible. Thanks In Anticipation Ian
Hide dashboards for all
Hola, How can I hide / organize dashboards for all technicians? For example, remove everything, leave only one. Now I can only personally for myself.
Mandatory fields for Closing Request for Additional fields?
hi I created an additional field (numeric) witch is not mandatory. But I would like to be mandatory during close. Could not found the additinal fields under "Request Closing Rules". Is it possible? any help? thanks
Add rich text request using ADD_REQUEST API
Hello! I'm using the ADD_REQUEST REST API to create requests in ServiceDesk. I want to be able to format those requests before sending them, but any HTML tags I use seem to get scrubbed when the request is submitted and processed, as the resulting request is just plain text. I discovered that sending \n in the request data will do new lines, but I'm wondering about control codes / characters for other formatting options, like creating lists, making text bold, adding links, etc. Thanks!
Report on language setting of each technician
I'm not sure if this is possible, but can we run a report on a Technician's settings within the "Personalize" section? Specifically I'm looking for what language each technician has set their SD+ to. I'm guessing this gets stored within the application rather than locally, as it follows you if you use another computer. Database: MSSQL Version and Build: 9.3 Build 9335
Review can be requester
Dear Support, Is possible to add the End-user in the reviewer stage of the Change Management
Technicians able to override mandatory closure rules.
I've witnessed some strange behavior in SD+ and was wondering if anyone else had encountered this, or can explain how this is happening. We have the following required fields that need to be filled before a request can be closed Note how "Technician" and (additional field) "Fix Code" are required BEFORE you can close a request. However, it seems there is nothing stopping you closing a request with the required fields, but then removing the information afterwards. Example below (tech's name removed)
Remove status for some change templates
Hi we would like to know if we can remove status' for one change template but not another. We do not want 'submit for approval' to display for a general change but we do need it for for a standard change. Is there a method to achieve this? Thank you!
Accessing Incident - Additional Fields in a Custom Script
Good Day, I am attempting to access an Incident - Additional Field within a custom script as part of a Field & Forms Rule. Utilizing the Column Name for the two Additional Fields. However, the example below is not acquiring the data. All the referenced data exist withing the 2 additional fields. Any assistance would be greatly appreciated. Mike switch($CS.getText("UDF_CHAR1")) { case "Commissioners" : $CS.setText("UDF_CHAR2","17 S 7TH ST RM 408, ALLENTOWN, PA 18101"); break; case "District Attorney"
Projects \ Associate requests
When I associate the requests with the project - it's very inconvenient. Because it is necessary to scroll a lot of the requisition in a narrow field. Can you increase this field? And it does not always work out the display of all the requester, you have to click the Search for Request button.
Translate the survey buttons
Hi Can translate the buttons into Russian? Russian users will be very grateful. Thank you.
Add multiline resolution via API
Hi, i'm trying to add resolution to ticket via REST ARI, and my input xml is: <Details> <resolution> <resolutiontext>Test resolution</resolutiontext> </resolution> </Details>So, when it is only one line in xml, everything is good, but when i add something like this: <Details> <resolution> <resolutiontext>Test resolution Test resolution string 2 Test resolution string 3 </resolutiontext> </resolution> </Details> it's, all the same, adds in one line.
cancel notification administrator login in service desk plus
I want to cancel "administrator login" notification, dont show user and password , When i want to login service desk. add the picture to attach.
Deleting Notes
Am I able to delete a note on a request? If so, how? Thnx
Incorrect Time Zone !
Hello, we have the same problem with incorrect Time Zone, and it's not ok for every user to change manually the Time Zone. Why don't you have a "Default Time Zone" setting so that everybody can use it ? How can we install the latest version of tzupdater.jar ? Can you put it here? Or how can we use the tzdata-latest.tar.gz ? Thank you.
backup restoresd failed when change database from postgre to mssql
Hi I Use servicedesk plus 9202 version on postgre database and I Updated version to 9411 and after that changed database to mssql but database after changed not restored fully and have error, I attached error text under post. please help me for resolve this problem. Thanks.
Customising the login page
I've been following the below article to try and customise the login page however the original files just seem to be getting recreated or modified when the service is restarted. Can I receive some confirmation on how I can achieve a customised login page? https://help.servicedeskplus.com/configurations/login-page-customisation.html Thanks.
Viewed Ticket notification
Is there a way to know when a technician viewed a request that was assigned to them? I know that in the history tab it shows activity on the request (updates, reassigned, notes, etc) but it doesn't show when the technician viewed the request. Any help is appreciated.
Off-Hours Auto Responder?
We would like to set up an autoresponse message when support request comes in after hours. We would respond with suggestion to call our emergency support line if there request is an emergency. Is there some way to do this now? Seems like this would be a good option in the Admin area where you enter your service days/hours. Any suggestions Thanks Jerry
Reminders of Resigned Technicians
Hola! is there a way for us to know the reminders set by the resigned technician? If we disable or delete the technician, the reminders might also be deleted. I want to know and if ever, we (the current technicians) can follow up the reminders that he/she sets.
Users access management profile
Is it possible to create a profile for users access management, like create support groups, associate users to groups, set user profiles and import users from AD?
Powershell and API
Has anyone successfully written a PowerShell script that updates workstation attributes such as the asset state? Thanks
Attachment Size limit
Hi, Is it possible to attach files greater than 10mb to a Solution and if so, how do I go about it? I'm using 8.1.0 Build 8100. Thanks, Ivan
Custom Menu Option for Remote Control via DC Agent
We are new ServiceDesk Plus and Desktop Central customers. I'd like to add a custom menu option under Actions in the Request Details page to start a Desktop Central remote session directly to the ticket requester's computer. I have the integration between the two set up, and I know you can click on Desktop Central menu and select Remote Control but it would be oh so cool to have a custom action that would initiate a remote control session directly to ticket requester's PC. I'm not good with scripting
Ticket generated by email
We are currently on 9409, with MSSQL 2012 database We find that we have a lot of tickets that are generated via email by requester that are not getting associated with the user's information from AD. Or sometimes the site doesn't get generated when a ticket is created.
Auto populate fields from form in automation template
Has anyone been able to pull fields from a form in a request to populate the "Create User in AD" action? Essentially, I have a form that has the requestor fill out the needed info (first name, last name, location, etc) but I do not see a way to pull that data in the form in to the action template.
Change icon for create ticket
Dear Support, Can you please help me out the change the icon of report an issue and create a new service request.PFA
Announcement Behavior Change: Display event date and times rather than announcement date and time
Good morning, I'd like to recommend a change to the current way announcements are displayed. Presently, when you configure an announcement, you configure the duration (date and times the announcement will be displayed). That date and time is displayed on the requester home screen. For example, I'd like to announcement that we are upgrading one of our applications (called "Felix) on June 30, 2018 from 02:00 to 04:00 AM. However, in order for the announcement to display from today, June 27, 2018 until
create new request from MS flow
I am trying to post a new request into Servicedesk pro using Microsoft Flow, does anyone have any decent examples. At least a decent example of a post that I could use to determine the best way to do this.
Description Field Length
Is there any place where I can increase the visible description length? It seems that I can add a pretty long description; however, the visible description seems to be truncated, though there is enough real estate/space for a longer description to be viewed. Please see attached.
ServiceDesk Plus Development Bug Tracking / Feature Requests
Greentings All - I am a new member to the community, am using the trial of ServiceDesk Plus, and am ready to propose purchase of Enterprise, but my experiences in clarifying bugs and announced features not yet available is preventing me from completing that proposal. While their is good documentation for many of their products, there is no documentation or consistancy that I have found with ManageEngine / SDP support. I will share some experiences, and I will share some ideas. Please share your
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