Cannot assign project tasks to Groups
Dears, I'm not able to assign a task to a group, but only individual in the group module. Some project tasks require services from teams in general, not necessarily individuals. Could you please clarify if it's possible to assign a project task to a team, so that whoever is available works on it? We are using version: 9.3 Build 9326
Send email with ticket info through custom triggeradf
Hey guys, i am looking to send a custom email to a distribution group when a ticket priority changes to escalated general. What is the best way to do this? I do need the description to be part of the body of the email which is why i don't seem to be able to accomplish this through a business rule.
Servicedesk Integration with SMS server
hello Team, I will like to integrate my servidesk plus with an SMS server, is that possible. I want to be able to send out SMS like the Email alert servicedesk plus currently support.
Task to the certain technician
Hello! Can I create a new request via e-mail to the certain technician? Thanks.
Tech Availability Chart: Managing Team Members
Curious to hear how others are using the chart to view team member availability for projects/tasks/tickets etc... We have 100 techs across the organization split into 20+ support groups. We are having our PMs/TLs/Managers use the chart to plan out work but with how the groups are separated (ex: application support teams, system support teams, functional teams, etc) it's becoming harder to get 'one' view of everyone. To try and eliminate unneeded techs/vendors, we created a generic support group
Report - Task Scheduled End Time Violated by Technician of selected group
DB: PostgreSQL Report Requirements: Chart Type: BarChart 3D X-axis: Technician Y-axis: # of task with scheduled end time lesser than today Filter: Group = Service Desk Schedule: Daily Is there a way to create such a report similar to SLA Violated requests by Technician?
Automate Task Creation based on Calendar
Hi, Is there anyway to automatically create a Task based on the time of year ? Everytime there is a Bank holiday we have to perform some work, usually 5 days before. Does anyone know if there is anyway to script a task being created based on the bank holidays you add to the system ? Bank Holiday -5 Days etc. A
Gantt Chart PDF export fail
We're receiving an error message when trying to export a project gantt chart -- testing in safari and chrome with admin user: v9335
Custom Trigger When Urgency Set to Escalated
I am looking to send an email to a distribution group whenever the urgency and priority are set to Escalated General. I am guessing that a custom trigger will accomplish this with the correct scripting. My scripting skills are rather lacking. Has anyone else accomplished this?
Deleting tickets
Can I restrict my technicians from deleting tickets?
API V3 SDP Version
Hi all, is there an overview of what SDP Version we need to get the support for the V3 API. Even better if the overview included the different V3 Features? Unfortunately i can't find anything in the Forums / Knowledge Base. Thanks in advance, Alex
How to get Project Tasks in Tech Availability Chart
Can anyone advise me how to configure project tasks and changes so they appear in the Tech Availability Chart please?
Request ReOpen Rules
Does this General setting, for ReOpening of closed tickets, follow Operational Support hours or is it a separate timer? For example, we have it set to 2 days and our operational hours to M-F 8-5pm. If a ticket is closed on Friday afternoon - will this reopen setting trigger on Monday or on Tue/Wed based on our support hours? Reopen the same request within 12345678910 days from closed time. Else, create as a new request.
Custom Script Help
I would like to create a custom script that stops a request from closing IF: Level is "Technical Problem" AND The request has not been associated with a change Any help would be appreciated! Adam.
Change Module - Wish there was an easy way to see how many CAB members have approved a change request
When looking at the list of all changes, I wish there was a column where I could see how many CAB members have approved versus how many I'm waiting on to approve. It takes time to have to go into each change request to check on them. I do get reminded when a recommendation is made, but I'd like an at-a-glance view also. If there was a CAB column added that would reflect 1/3 or 2/5 (like the Tasks tab does), that would be very helpful!
Add Task to Project Via Request?
Hello, I was wondering if there's any way to create a task in a project from a request? I noticed that there's an "Execute Script" ability in the Field & Form Rules and was wondering if there's a way to use that to accomplish this?
Elapsed time outside office hours
Can someone explain how elapsed time works on a ticket? We run our Help Desk from 8 am to 5 pm. The expectation is that Sev 1 priority tickets are handled outside of business hours, but Sev 3 tickets are handled during business hours. Is there a way to get a metric for hours elapsed within business hours only? I know that we can set up SLAs based on hours elapsed based on the priority, but is there a way to show exactly how many hours are elapsed per ticket?
Hi.
I am testing the application. I installed the software and started the server but how can I access? Thanks LC
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
printer - operating costs
How to deal with things like operating cost, especially in printer context? We have printer purchase cost and we need to add toner/cleaning costs etc. How to add new "cost factor" named "operating cost" in "Financials->add cost" section?
SDP contracts
Hi all, I can not find a solution to allow access for some requesters to contracts. For example, have managers which are requesters in SDP but some of them need access to Contract tab to view informations that technicians fill. Is that scenario possible? Regards, Ognjen
Servicedesk - AD authentication with DC W2016
Hello to all, we are planning to migrate our DC's to W2016. Could you confirm us that SDP "Pass-through" Authentication is compatible with this SO? Thanks in advance
Only 500 results Search
When i search , in module search -> Request -> Default search and write a keyword, only shown max 500 results. In can increase this limit ?
Organizational roles in CMDB
Hi, Is it possible to list the organizational roles as CI's in the CMDB? An example for a use-case would be to tie a person with an organizational role as responsible for a server. SDP 9335 Regards, Alexander Nordin Region Halland
Onboarding/New Staff Member
Hi, I would be interested to hear any suggestions. Currently the setup form is configured to go from HR -> Manager for approval however the manager will need to edit some fields to provide information such as access requirements. What would be the easiest way to do this?
preventive maintenance schedule - every other week
Hi Guys, Is it possible to create a preventive maintenance task that only has to happen every other week, not every week?
Enterprise Service Desk
How are is it to move our existing ServiceDesk over to Enterprise ServiceDesk, so we can create multiple ServiceDesk instances for other areas in our business?
Active Directory & Workstations
Good Afternoon, We have set up our instance of ServiceDesk Plus to work with our Active Directory system. When a PC is found in AD, Service Desk Plus and Desktop Central will find and report on it. If a PC is removed from AD, it's also removed from both. My question is this. How does it retain any information that you manually enter into it - like warranty and purchasing information? Do you have to store this some place else? For instance, we remove the machine when moved to Storage or renamed, not
Can someone from SDP help create a report that generate a list of tasks with scheduled start time greater than 30 days?
I need to generate a list of tasks with scheduled start time greater than 30 days under a specific request and specific tasks. Filters: Request Title = Order a laptop Task Title = Equipment delivery from vendor Scheduled Start Time > 30 days
Asset Deletion Errors
Service Desk Plus v9330 Go to Assets Select Assets that failed last scans Select one or multiple assets then seledt DELETE from the actions. Errors with... Parameter Error : Value '0' passed for parameter 'wsType' is not in the allowed list / format
Upgrade to 9.4 - views have disappeared
We upgraded from 9.3 to 9.4 (9400 and then 9401) and have found that our drop down to switch between different queues no longer has the support groups listed. Where did they go? Have attached a screenshot of the drop down where the different support groups used to be listed.
Redirect to form after requester logged in
Can help to redirect to form after requester logged in? TQ
Replace $VARNAME$ for person name in Service Approver list
Hello Community, is there a way to display only name in the Service Approver list instead of the field variable : i would like remove the $VARNAME$ to the name of the person only. Best regards, Martin
Attachment Field
We are looking for the possibility to create user defined fields that links to attachments. This will be part of certain business forms/customer documentation that needs to be uploaded. We will also need some validation on on this to check what is uploaded or not.
Feature Request: Expand associated incidents/requests iframe size in Changes/Problems
The iframe that displays all of the associated requests/incidents for a Change/Problem only displays 3 requests at a time. When you have 10+ (or in my case now, 25+) requests, scrolling the list gets very cumbersome. It makes it very difficult to see all of the associated requests. For the change I'm working on right now, I ended up entering in all the requests into an Excel spreadsheet just so I could see all of them. I would like for you to either increase the length of this iframe or do away with
Python script to create child request is adding additional brackets
Hello! I'm using the script "[PYTHON] Script to create multiple Child requests from a Parent request with a configurable JSON file" as a template (from the Resources site). I've only modified it to include my own custom fields. When the script creates the JSON input to create the new request, it places square brackets around the field data. This means that I'm unable to use the variables to populate other fields (such as creating a description), as Python views them as lists, not strings. Is anyone
default view for all tickets raised by logged in user?
Can we add a default view of all the tickets raised by the logged in user, regardless if they are tech or requester and of the statuses. We can call it all my logged/raised requests. currently all of these are per status. If i can do this view custom view then can someone please show me how. Thanks. Regards, Issa
Service Request/Incident Approval
Hi I am after setting up a workflow so that when a specific service request or incident gets approved I can move it to a new group. I do not see any options to be able to do this other than a custom action but again don't see a way in which I can do a custom action based that can be done once the request/incident is approved. Any advice how this can be achieved? Regards Mike
Request filter when viewing Group requests
This may have been suggested before but we'd like to be able to switch between Pending and Closed requests while viewing a Support Group. Currently, we have the ability to view a Support Group's pending requests by selecting from the drop-down list. However, we have Team Lead's and Analyst who track and report on closed or completed work. If a request is closed by any other technician, they won't see the request and either have to search for it or view a separate request view. Proposed idea is to
Reply from mail to service request
hi, is there any way to approve service request from mail. without go to link which sent from service desk ? when i receive service request just reply from mail "ok"
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