Send notification when priority of ticket has been changed
Hi is there switch that enable notification for technician when assigned priority ( or specific field) has been changed but not necessary to be a specific one. Like low to high or high to urgent, or even urgent to low? Business rule section seems to be not flexible enough for condition part. Thanks, . .
How are Assets Fields Organized?
I'm noticing some differences between what the asset is designed to look like, and once it actually looks like when adding the asset. For example, in the CMDB - Configuration Item Type (See attached image: CMDB - Configuration Item Type.png), I have organized the fields as I would want them to display when creating a new asset. However, when I view the CMDB, I click my item (In this case, Site) and select new, what displays here is not the same as what displays in the CMDB Configuration Item Type
Copy Change - Retains approval status
Hi When a change is copied, if it is an approved change the copied change also takes with it the status of approved. How do I prevent this from occurring as circumvents the approval process. Regards Mike
GDPR anonymize
Hi all, has anybody successfully used the GDPR functionality to anonymize users being deleted? We cannot seem to get it to work - user names are still shown as before Kind Regards Michael
Automatically reject changed based on time frame
Hello, I'm implementing the change module of Service Desk Plus. I'm looking to create a customer action or rule to automatically reject a change if the creation of the change is less than 2 weeks from the requested change date. Any ideas?
Configured hourly rate for technician working on Project, but it doesn't calculate the rate vs time spent
Dears, I've configured hourly rate to several technicians, however the reports are not generating the cost based on the time spent of the technicians. The actual cost field seems to be a manual field, which is not really useful. Should be a calculated field based on the time spent, and maybe another field for acquisition of materials and services. I'm trying to implement this module in our organization, and having a way to quickly identify projects running costs is a great selling point.
Is there any risk to restoring postgres database to a previous snapshot?
We have a situation where a technician accidentally merged over 50 tickets into one. We have a third-party backup solution that takes daily snapshots of the postgres database and the filesystem. We are considering restoring the database to the snapshot from the previous day. Is there any risk in doing this? The Servicedesk backups are monthly and we would lose too much data if we use the built in restore utility.
Adding custom technician fields to the requester template
I've created custom fields in the technician incident template. When I go to add them to the requester template they are greyed out. Is there a way to add them to the requester template so the requester can populate those fields?
Experience from implementing a CMDB
Hi, We are about to implement a CMDB in our organization and I would like some feedback from other users that have already implemented and are using it on a daily basis. I'd be very grateful if you could provide some material and answer the following questions: Did you at first implement the CMDB in a smaller scale with a limited scope, say for example a couple of departments and a limited amount of CIs? How large is your organization and how much time and resources did you calculate for the implementation?
ETA for next feature update
Hi, I was wondering id there was an ETA for the new features currently in 'Release' in the roadmap? Many of them would be very useful for us already now. Kind Regards Michael
Edit the approval page
Hi all, can you let me know if it is possible to edit the approval page that is sent to users when submitting requests for approval. when they click on the link they are presented with a webpage - its this page i would like to edit. many thanks Russ
Install certificate PFX (extension .p12)
Hi, I have to install SSL certificate in a company. But they have given me a certificate with extension .p12 without me having made the request through the Servicedesk. Is it possible to install it without having made the request from the application? If its installation is possible, should I follow the procedure indicated in the following link? https://help.servicedeskplus.com/introduction/install-pfx.html Thanks and regards, Gerardo
ServiceDesk ITSM Meetup Group - Sacramento, CA
All - Can you tell me if there are meet up groups available in the Sacramento, CA area for ServiceDesk to learn more about using the full ITSM capabilities of the application? We are considering another ITSM application but want to give ServiceDesk a chance before completely changing applications. We are looking to make some fundamental changes to the way that we use ServiceDesk today. I was hoping that we could get some assistance from you on putting together a plan of attack. As I have mentioned
Option to allow Requester to select another requester when opening Service Catalog
Hi Guys, Is there an option or alternative to allow Requesters (specifically managers) to select another Requester on the Requester Name Field when opening a Service Catalog? It's like the requester is opening a Request for someone else. Right now, it's automatically populating or detecting the Requester and i cannot change it. Thank you!
Any JavaScript REST API Examples?
Hi all, I'm currently working on an application that will submit a request via JavaScript using the REST API. Has anyone else done this and have any examples?
Need to refresh page to show assigned tasks
After upgraded to 9404 and working with tasks in the Request or Change module it will allow us to assign a tech to the task but the page does not auto refresh showing the task assigned. If we refresh the page it will show the task has successfully been assigned. I have 4 of my technicians having this issue using Edge, Chrome and Safari.
Self Service "welcome" message
Hello! Is the new message in the self service portal customisable? (Once you've clicked through the Submit a Request link). At the moment, it doesn't seem to make much sense (why does it talk about "paper"??) and is causing more confusion than help! Thanks
All not closed requests by a group
How can I get all not closed requests by a specific group using SDPAPI?
Hide E-mail this note to the technician
Hello, Is it possible to hide (not disable) this field when a requester adds a note to a incident/request that does not have a technician assigned?
Announcements behaviour
Upgraded to 9405 and noticed a change to the behaviour of created announcements. We created an announcement on Tuesday to display to technicians on Thursday. We also created two other announcements on Wednesday which were shown immediately. On Thursday, the scheduled announcement appeared but was displayed under the two announcements from Wednesday. The expected behaviour is for the scheduled announcement to appear at the top and not in it's creation timeline.
Be able to provide a reply to incidents associated with problems and close them
When we have a problem ticket with many associated incidents, we would like be able to: Reply to all requesters of the incidents and have those replies recorded on the incident. Close and reply to all requesters with a response that doesn't have to be added to the Solutions Module. Thank you, Adam
Task + Request + Problem Technician Overview (Assigned Work)
Query request for a combined task/request view. We'd like to be able to run the report by Technician or by a Support Group. Fields required: - Technician (Request) / Owner (Task) - Request ID - Task ID - Problem ID - Priority - Subject (Request) / Title (Task) - Status (Request) / Status (Task) - Estimated Effort (Request -- this is a custom field) / Estimated Effort (task) - Project Title (Associated) - Deployed Environment (another custom Request field) - Dueby Time (Request) - Scheduled Start
Site Bulk Import
I have hundreds of sites I need to import, is there a way to bulk import these from a spreadsheet? Thanks
Survey Settings
Dear, I would like to ask that is it possible to do the following in User Survey, when clicking the pic
Script to Change Request Status using Custom Trigger
Hello, I've recently installed the ServiceDesk Plus 9405 update. I've found that in the Custom Trigger is present the "When a new reply received" condition. We need to create a script that change the Request status from for example "On Hold" to "Open" when we receive a reply from the requester related to the Request itself. Actually We have set just the condition "When a new reply received", the criteria "Status" is "On Hold", but I don't know how to write the script to change the status of the related
How to change Request Status Automatically
Hello, On our ServiceDesk platform, I've created some Requests status, some of them are releted to specific Hold, for es. "Waiting for user info" or "Waiting for Supplier Info". Actually the change status in a specific request is made manually, for es. from "Open" to "Waiting for a user info" and vice versa. My question is: there is a way to change the request status form "Waiting for user info" to "Open" automatically when the requester reply back (for es. via email) to a specific request? Thanks
FCR Freedom Problem
So if I a Tech CAN flag an FCR in an Incident at ANY time, how are we supposed to determine if it's valid? They are basically free to check it at any time. If I check a request as FCR, Request gets closed, Re-opened flag gets set, FCR gets unchecked, Tech resolved, Sets FCR AGAIN. I can use reopened flag=yes as a filter but it doesn't happen enough to be statistically influential. What are the odds of finding "FIRST FCR" flag set? Does that get set anywhere in the history maybe?
Is it possible to disable the Reply and Forward buttons under certain conditions?
Folks, there are two different use cases here: 1) FORWARD: We still have technicians who use the FORWARD button to try to send a ticket to another queue, causing the dreaded endless loop. We would like to disable the button for technicians. 2) Reply: I would love to be able to disable the function of replying until the technician has picked up the ticket. This isn't how everyone works, but in our environment, our techs are eager to reply to the user and get to work. However, this eagerness causes
[Script] Get Number of Days Between Two Dates
I need help with the script for the field and form rules that would calculate the days between two dates. For example, user will input in 'Service Date' field then it will calculate the number of days between 'Service Date' and Created Date. I've tried a couple of scripts but it doesn't seem to be working.
Prepending Makes Duplicates
Hello, I want to prepend a Resource field in front of whatever the user typed into the Description. However, when I run my script (On Form Submit), it prepends multiple times, and I only want it to appear once. This is my script: var existing_description=$CS.getDescription(); $CS.setDescription($CS.getValue("RES_319_QUS_326")+"<BR>"+existing_description); Please see the attached screenshot for the result. I'm using SDP version 9.4 build 9400.
Spd 9335 plus Custom Triger not work
Hello to all Need some Explanations how it work :) Have 9335 ver of SPDPlus i need do some scripts when change status of request (close,on hold...etc) ,or add technical i create some custom trigger Action name Execute the Action* - <When request is edited> <all time> Match the below criteria* <status> - <is> i select all my available status add my script Create some test request ->change status (there is no reaction to changes in any field) look at history of request and don't see action. --------------
SQL Server editions
Hi, According to https://www.manageengine.com/products/service-desk/system-requirement.html SQL Server 2014 is the latest edition that Service desk plus works with. When can we expect it to work with SQL 2016/17? Thanks
Flag parent CI when a child is in repair
Is it possible to mark a parent CI in some way to show that a child is in repair? e.g I have my parent CI, then I have CI's under that which must be working for the parent to be OK. e.g I have a classroom as parent CI, then I have a projector as a child (through a 'Houses' relationship). If the projector is in repair then the classroom cannot be used. I would like to see that reflected in the parent CI somehow.
In-place Upgrade to 64bit with separate Database?
Hi We have 32Bit Servicedesk with separate database running on a separate Microsoft SQL server. We would like to upgrade to 64bit version on the same server. Is the below process correct: 1) backup everything 2) Uninstall 32bit application and remove remaining SD folders 3) Install 64bit application with the same version and build as 32bit 4) Setup the database connection to the original MS SQL Note: how about archived requests and file attachments, is this also part of the application backup? Thanks
[Script] I need help to understand and eventually create a script to assign value to a custom field
Hi all. Here is my problem. For some incidents or requests, i want a more tuned system of prioritizing. We have already a formula to do that, but now i need to apply that formula into the SDP. The formula consist in set 5 fields (pick up list) with 4 to 5 values possibles in each one. This values, have correlation with a numeric value. For example, Field A has Option AB, BB, CB, and DB. AB is equal to 1, BB to 2, CB to 3 and DB to 4. We name the values in a way that any technician can understand
Copy Fields to Hidden Description
Hello, Is it possible to use a script to copy Resource fields to the Description field if I uncheck "Requester can Set" Description? I want to prevent users from entering information into the Description field and use my custom Resource fields instead; then I want to copy the Resource field values to the Description field. (This makes viewing the ticket more convenient for the technician, so they don't have to scroll to the bottom of the ticket to view the Resource field information.) My attached
Unable to stop email replies from reopening tickets
Hello When I send a reply to a ticket and selecting the option to close the ticket, any reply received from the end user (even an out-of-office notification) re-opens the ticket. I cannot, for the life of me, find the option to turn this off! Please help. Thanks Peter
Read Comments Field with API
I do send an email with powershell through custom trigger. I would like to send the comments which the customer adds to the request when he closes the request. I read some fields like this: $jsondata = Get-Content $json -Encoding UTF8 $obj = ConvertFrom-Json $jsondata $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket = $obj.request.WORKORDERID $technician = $obj.request.TECHNICIAN $wunschtermin = $obj.request.Wunschtermin $auftraggeber = $obj.request.REQUESTER $comments =
Pending Approvals Report
Hi, Can we create a report to generate a list of request pending for approval per approver? We would like to monitor users who have pending for approvals. Thank you.
Notification variable - UDF field
In our Active Directory import settings, we added a new UDF field to import (ie: workstation). We'd like to add this info to technician notification but I can't find the variable for the field. This new field appears under the Requester Details section and not the Request Detail section.
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