First Response True/False variable for views
Is there a way to build a view filter that encompasses the basic idea of "First_Response=False"? This would be so that we could build a View around it and see immediately which tickets haven't been responded to yet and as they are responded to they would be taken out of the view. I've tried using Responded Date and the selections/variables available but it only allows me to pick a static date and not a variable like "Less than or Equal to: Today". I've also tried using the Response DueBy Time column
Changing to custom ticket status upon successful approvals
We are in the process of changing our ticket statuses. When a ticket has completed all approvals, it goes from a hold status to an open status. Is there a way to change it so that the ticket changes to a custom status of In-Progress, after the approvals are completed? Thank you.
Retired or draft solution topic - can this be hidden from specific technicians?
Hello, I was wondering if there is a possibility to hide a specific topic from the Solutions tree from a group of specific people (not end users, but technicians - so Self-Service portal is not an option) I want to keep there only "Retired" solutions and/or drafts that should be checked by admins only (I know we can keep those under the Unapproved status but my main concern is keeping the Solutions results as small and as possible, with minimum results) As a workaround I tried to delete all keywords
"Dont Show Login Details Again" Not working
Hello. I'm trying to evaluate service desk plus, but I'm hitting a roadblock with a seemingly simple problem. On a clean install of Service Desk Plus, V9.4 Build 9401, I'm unable to hide the default login credentials from the login page. I've changed the password, so they don't work, but I can't get the box with the default creds to go away. Clicking the X makes the box go away, but only until the page is refreshed. My web console throws a 404 error trying to get to /sd/HideLogin.sd (404). I've
Trigger request creation from two other requests being closed
Hello! I have a scenario where I need a request to be raised automatically once two other requests have been closed. So to set the scenario, as part of the new user request process, two requests for training are automatically created, both in different support groups. These requests are for base level training. There is then a requirement for a third request to be raised for the next level of training, but only once these first two requests are closed. We need to automate that process so that the
Get Attachments from REST API
Is it possible to retrieve attachments from requests using REST API? I would like to be able to fetch attachment named x from request number y
Query Report - List of Not Used Technicians and Requesters
Is it possible to create a query report of Technicians and Requesters who has not logged in for more than 30 days? We would like to know users who are not being used in Service Desk anymore.
Rename existing fields
Hi Is there any way of renaming existing fields? I'd like to rename "Emails to notify" to be something that the users would understand e.g. "CC:" 12 years ago you spoke about this functionality, but I haven't seen it yet. Cheers
Asset import
Hello I've a stock management software and I want to migrate to SDP asset management, any suggestions or best practices to do this migration and move the asset's data to SDP?
Copy Incident/Service Templates to different server
Like many others, we have 3 environments, DEV, TEST, and PROD. Has a way been developed to make a single copy of an Incident Template and then copy those to the other servers in their entirety? I know this has been asked before but I think it's been a while. I was hoping the new framework would allow for this. Obviously it's a huge pain, if you have a complicated template, to MANUALLY, re-create it 3 times. Just asking for error. Thanks David
bad RequestLink
Hello. I have trables with RequestLink: In general settings i have URL with https , but notification on mail come with http: https://i.imgur.com/tnNCAw1.png https://i.imgur.com/z1XlvyN.png Version SD: 9.4 Build 9409 Hosted on: CentOS Linux release 7.5.1804
Edit Template for Reminders
Hi there, I'm looking for an option to edit the template for the reminders like this: Is there already any option / do I only not find it? ;) Best Regards Florian
Script to send out email notifications when their tasks are greater than a certain number
Is there a way to send out an email to all technicians that have over a certain number of tasks open? A DB query combined with a python script maybe? Thanks, Brian Witsken
Task tab in incidents doesn't show full title of tasks
Is there some trick to show the full title of a task in the task tab of an incident? Even if I remove columns it does not show the full title of the task (for tasks with long titles). Mousing over the task doesn't show the full title.
9409
Tried to upgrade from 9400 to 9409 and got java errors at 98%.
Request Closure Code query
Is there any way (perhaps using Field & Form rules or Custom Triggers) of limiting the contents of the Request Closure Code dropdown based on certain criteria? Version 9.3 Build 9335
Reminder Notifications
I would like to utilize reminder notifications in both tasks created and other quick reminders from the scheduler. Creating the reminder is not an issue, but I am having a problem getting the "Notify Before Scheduled Start" feature to work. I don't see anything in ServiceDesk that displays the notification at the time specified before the start. I've checked the admin guide but doesn't say much about this feature. I've also checked the notification rules section to see if I missed enabling anything
Quick way to turn request into a PR
Is there a quick way to turn a request for new equipment into a PR without having to retype a lot of the data in again? Also not sure if you can link a PR/PO with the original request.
Issues with the Copy Rules function, 9335
We're just in the process of upgrading to 9335 (from 9221). I'm happy to see the "Copy rules" function in Field and Form, Rules has been improved. For example, in 9221 if you wanted to copy a rule to another Incident template, as it was a drop down you could only select one template to copy it to. In 9335 you have the option to multi-select as many templates as you like: However, there are still problems with this: 1) It seems there is no option to overwrite an existing rule if it has the same name:
Load balancing inconsistencies
I have been using Load Balancing for request auto assignments. I have two techs currently in the Load Balancing, but what I have found is that SD+ will periodically choose one technician and assign them 6-7 requests, then start assigning them to the other technician. I currently have on tech with 2 requests and one with 7. How is this balancing? What are the variables it uses to decide who gets the request? The only reason I think the other tech keeps getting the requests is the other tech has a
Number of roles in Field & Form Rules
Hi, How many roles can I add in Field & Form Rules? Is there a limited or unlimited number? Thanks
Command to set the contact phone number of the email parser
Hello. Tell the e-mail receiver command to set the contact phone number in the author of the request. Sincerely. Igor Stepanenko.
Specifying the e-mail address when creating an request via e-mail
Hello. We need to specify the e-mail address of the sender when creating an request through the e-mail. How can I implement it? Sincerely. Igor Stepanenko.
Have SD+ move Assets in our AD
We currently are moving AD computer objects manually in AD according to their location. So if the computer is in California, we move it to the California branch OU. Well we have a lot of turn over and a lot of computer replacements going on weekly, this becomes something that is often forgotten and tedious. Is there any way SD+ can talk to AD and inform it when it gets assigned to a different site, to move it in AD to that site? Or if anyone has another product that may assist?
Capture technician name
Hi, We need to capture the technician name to another incident additional field when a request status is changed to "resolved" through the resolution tab. I know how to do this using field & form rules when the request is edited through the request details page. Appreciate if you could guide me on this. Thanking you Murali
Notification Rule for Resolved Cases
Hello, We are implementing the notification to the user so he can receive an email so he can close the ticket or he can reply to the request and reopen in. The problem is that the users are not reading the instructions, they reply to the case and they write something like "Yes, I aggee to close the request". This causes the request to change to Sent status. Is there any other way for the users to reject the resolution? Something like a $RequestReopenLink? regards
Product Manufaturer API
Is there a way to fetch the product manufacturer from a non-IT Asset using the API?
Cab notification : error in serverout0.txt
Hello, I have an issue with the cab notification : here what i have in serverout0.txt [10:50:19:762]|[06-01-2018]|[com.adventnet.persistence.interceptor.NotificationPersistenceInterceptor]|[WARNING]|[328]: Empty Notification is being notified. P lease check it ...| So, no e-mail what so ever for the cab recommendation. but all other notification seem to work so far. does anyone have seen this before ? regards
exception while connecting to store
My SD is giving the following error; System Log Message: exception while connecting to store Module: MAIL_FETCHING it appears every miniute Please can you assist
Intergration SDP with AD SelfService via https
Hi Can anyone tell me where can I find a description of the integration and import a certificate? I have generated the keystore file In the settings of the SDP when I try to connect I have only information: ADSelfService Plus is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file.
hiding 'Department' and 'SLA' in Request Detail form (editing ticket)
Hi, is there a way to hide fields DEPARTEMENT and SLA in ticket editing form? I can hide these fields in incident template but I need to hide them also when editing ticket. Thanks
Reply to a ticket
Is there a way to sort email conversations in a ticket so the newest conversation is at the top?
Changing checkbox entries.
Um.. I think I must be missing something here. When modifying a 'Resource Checkbox', I can't seem to work out how to reorder item as well as change text within. The only option appears to be to delete items, add new ones and set up all the rules again. Can someone help, this is driving me crazy because they want to add prices to all the items in our hardware catalogue and I basically have to recreate everything to do this.
Is there a way to be notified if another tech picks up a ticket
That is already assigned to you? Have a problem with one other tech that continuously picks up tickets that are assigned already to other techs. Is there a way to at least notify me or other techs when a ticket that is already assigned to a tech gets re-assigned or picked up by another tech? Thank you!
Report Request - Adding fields to a Template query report
I have a report that lists all of our Incident Templates, their created date, and what the Resolution is pre-filled as: SELECT rtl.Templatename "Template Name", longtodate(rtl.createdtime) "Created Time", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 I need to add the following fields into this, and I'm not sure how. Request Type Mode Impact Urgency Priority Could somebody please amend my report
Scheduler Technician Group Question
Under scheduler there is a drop down for 'Choose Group'. All that is available is 'All Technicians'. Where are these groups defined? Thank you.
Two issues with the Notification Templates system..
Issue #1 Technician Notification – “Alert(or Notify) technician by e-mail when there is a new reply from the requester” The above notification template appears to also apply to technicians as well as requesters. When a ServiceDesk Technician replies to an e-mail from another Technician regarding a Service Ticket with the ServiceDesk e-mail in the TO: field The Notification Template assumes that messages being sent between two technicians are instead being sent from the Requester who originally submitted
self sign in problem
hi, we use service desk plus : 9.4 Build 9407. i checked boxes "Enable Active Directory Authentication" and "Enable "Pass-through" Authentication [Single Sign-On] - Troubleshoot" but it does not work. can anyone help me to solved this problem ? domain name dns server ip bind string and computer account is correct. when click on save button its write "SSO Settings saved successfully" but not working self sign in.
Request Closing Rules for Service Request
Does the Request Closing Rules apply to both Incident and Service Request? I have one Service Request template field (ex. Recommendation) that needs to be filled in by the technician before closing the request. I tried placing the Recommendation field in both Incident and Service Request templates, and the field was also ticked in the Mandatory fields for Closing Requests setup but so far it only works for the Incident Request while the Service Request proceeds to close even if it is blank. We currently
Report on servers and installed software
Using build 9220 and MSSQL Looking for a query to return server names and installed software on that server. If possible I'd like Server Software InstalledDate InstalledBy The last 2 columns are only if the data is available. If not, the 1st 2 columns would get me going. Thanks
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