Spacer field type and Label control for form design, field layout problem
I have an idea on making a service request form to fill in a lot of fields for vendor creation. The following feature on form customization is highly desired: 1. Spacer field - to separate sections of fields to make the form more readable 2. Label field - static text as instruction for users to fill the form 3. Attachment mandatory + multiple (optional) - Instruct users to submit their forms with appropriate multiple attachments Also there is a problem for <empty> field: Consider the following design:
How to sync assets with Desktop Central?
Is there a configuration in ServiceDesk to sync assets from Desktop Central? To clarify, any computers added or deleted will sync in ServiceDesk and pulls information from Desktop Central.
Integration with Desktop Central broken after upgrading to SDP build 9400
The integration with Desktop Central breaks after upgrading to SDP build 9400. SDP will report that the Desktop Central and MDM services are not running. Even after regenerating the API key it will fail to connect.
Query excel date not showing correct
Hi, we are using the servicedesk module. I am grabbing the data from a query that I made through the reporting tool in managedengine. When I run that query in excel. everything comes through just fine with the exception of the date. It just come across as a 13 digit number. I am using Excel 2016 and the number is random but below is an example of the number minus the quotes. "1516904434148" Below is the query I am running... SELECT "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester",
Trying to populate custom field with Work Order # using a script
Is there a way to populate the Work Order number into a custom field using a script? So far I am unable to figure one out. I can only populate the field with a set text. Any ideas?
Question about FCR (First Call Resolution)
FCR refers when the technician resolves the ticket of the first visit or that does not pass it to another technician. SDP does not know when that ticket happened to another technician and the option of FCR continues appearing. That call that pass to another technician or level can no longer be FCR. But the option continues to appear. I have many questions with this very important option to set KPI and metrics.
How to copy/duplicate project with milestones and tasks?
How to copy/duplicate project with milestones and tasks?
REST API via PowerShell - Need example for adding attachment to Task
I am able to create Tasks and add them to a Request. What I need help with is uploading an attachment to a Task using Invoke-RestMethod in PowerShell. I can work with the API Documentation tool in the Admin tab to upload an attachment to a Task but it doesn't show the information for the multipart boundary information for the attachment so that I can replicate it in the Invoke-RestMethod call. Anyone have a PowerShell example out there? Thanks.
Hide Attachments?
Hi there, I have to send emails to outside help desks for my clients. I don't want my clients to know who I'm contacting on their behalf, so I don't ever let them see my emails unless I edit them. For tracking and historical purposes I want to include my emails in the ticket as an attachment. The requester can see that attachment, this is undesirable. Is there any way to hide the attachments to not be visible to the requester? Thanks in advance, Lou
Site is not appear importing from Active Directory
Dear Sir, When I import the user from active directory, Site is not included. I put the office field in active directory "site name" which is already created in MSP. Other fields appear in requester such as mail, phone, department except site. Please help me how to do to appear site ? Thanks in advance.
Reply templates for service requests
Am I right in thinking that additional fields on service requests are not available for use in reply templates? When I say reply templates, I don't mean the ones under Organisational Details>Notification Rules, rather the ones under the Helpdesk>Reply Templates section. If this is the case, are there any plans to add (remedy) this?
Help Desk Product Transition
Good Morning, We are new to the Service Desk Plus community and are in the process of transitioning from ServiceAide's Cloud Service Management (Formerly CA CSM) to ManageEngine's Service Desk Plus. Has anyone here gone from CSM to ServiceDesk Plus? I believe this is our third move of this type. May I ask, for those that were in that position, what have been your pain points? What data, if any did you bring from your old system to the new? What tips can you give us for when we start setting things
Make time "Time taken to resolve" a mandatory field when creating a work log
At present it is possible to create a work log without actually entering any time spent. Is there any way to make this a mandatory field? Alternatively is it possible to make the "Time taken to resolve" field default to 15 minutes for every new work log created? Thanks, Roy
Business rule to auto assign support group
HI, I created second support group - groupB, now I want when requester create new ticket and if it choose category let's say HR - suman resources, then this ticket shoul auto assign to support groupB. So I created business rule: if category = HR then put in group groupB But when I create new ticket using WWW and choose category HR, this ticket does not have any support group assigned. What I do wrong?
Popup message when selecting priority
Hi, In the request module, we have set up the Priority field with values of 1-5, where priority 1 is the most critical value. Is it possible to configure a pop-up message that shows a description/warning when technicians choose Priority 1 or 2? Regards, Alexander Nordin Region Halland
Problems when defining roles, referring to permissions on the requests module
Hi all. We are experiencing problems when trying to define permissions on the requests module, when configuring the Technical roles. The role we try to define is that of a technician, who should be able to work on his requests and those assigned to any of the groups to which he belongs. A kind of technician only operative. For our definition, the technician should be able to visualize, reply to the requester, generate tasks (if applicable), and finally resolve the request. But he should not be able
Dont create database in Analytics Plus after update
good afternoon sirs sorry for my scratched English but I came across a situation in the least strange after applying the recent updates of service desk plus and analytics plus, what happens and now the database is not created in Analytics Plus, then I followed the steps that I found I found in the forum "update zohoreportsconfiguration set param_value = null where param_name like 'DBID'; "and then restarting Service Deskplus to try to solve the problem, but it is still not working, I also tried sending
Email notifications (Emails to Notify)
Is there a setup for the email notifications to only be sent to the emails listed in the Emails to Notify field when the request is approved?
How to Hide Requester Details From Request Page
Hi, I want the requester details information not to be displayed on the request page, but I did not find in any part of the SDP how to hide it. Is there any way?
Query Report - Sort by "Logged In Time"
Hello, I'm using the following query to determine when a request has logged into the self service portal SELECT AaaUser.FIRST_NAME "Requester", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID Left JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID
Query blocking in SQL creating work stoppages
Hello, we are getting some frequent query blocking in SQL for ServiceDesk Plus. It seems to happen 1-3 times a day. We have tried to create a support dump file since when the query is blocking we cannot do much of anything in ServiceDesk and it is mainly unavailable. We are running SDP 9324 on a VM with 10 GB RAM and 4 Cores. 95% of the time the blocking query is this: (@P0 bigint,@P1 bigint,@P2 bigint,@P3 bigint)UPDATE "WO_Tech_Info" SET "NEXTTECHNICIANID"= @P0 , "ENDTIME"= @P1 , "TIMESPENT"= @P2
fileattachments.zip files
We ran out of space on our SD server, and I see that there are these zip files (fileattachment1.zip, etc) in the root ServiceDesk folder. I cannot delete them because Java.exe has that process open. What are these files, and how can I relocate them to another drive? Thank you.
SSO Problem when Domain in URL
Hi all, I am having problems with SSO and Active Directory. If I access my site using host name only, SSO works. If I add my internal domain name to the host name, I receive an "Authentication Required" box in Chrome. What am I missing? I know it's something simple. Thanks, David
Forwarding requests within sites
Hello all, I have a scenario where I will have two installs of SD+ being used by 2 different departments in the same organisation. I may want requests that come in to one department forwarded to the other. When the request is created, it gets its ID number. All well and good. If a tech in dept 1 needs to forward a request that has come to the wrong department to department 2 and the ID number already exists in dept 2, the request will append to the conversation history of the existing request. To
Leave Approval via Request
SDP Has a fairly robust schedule feature. Lots of moving parts involved. I was wondering if it's possible to make a request, with approval, for time off and then, on approval, add the dates to the schedule based on the category chosen. All the pieces look to be there, I just don't know if they all talk to each other or flow together. Possible? Has anyone done this before? Thanks David
Changing the host name on the ServiceDesk Plus server
I am working on a migration of SD+ to a new server. SD+ is currently running on server_A and we are standing up server_B to migrate to a new OS (Windows Server 2008 R2) and database (MS SQL 2005). I have read the FAQ and have the migration instructions, but my Administrator has a question I have not yet found an answer for. As the last step in the migration we are planning on shutting down the old server (server_A) and changing the name and IP address of the new server (server_B) to the old server's
Change Request Date & Time
I need to change some of requests date & time submitted, and all following replies date & time. Anyone have a sql query (update) to help me with this. I'm using SD 9.3... Thanks.
How to delete the email suggestion list
Hello all, is there an option to delete the email suggestion list in Servicedesk Plus. Thanks in advance and regards Guido
Request forwarding
Dears, How to add a variable of the forwarding person who forwards a ticket. I want the receiver to know that who forwarded the ticket. I only have the technician variable to choose. Servicedesk Version 9308. I tried using the $LoggedInUserLoginName variable in the forwarding template, but not working. Best regards Murali @Name = Muralee D.@ @Mobile Number = 0506424099@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308@ @32 / 64 bit installation = 64@ @Logged
Notification for Task closure
Hi, for an internal reason I need to notify requester the closure of some Task inside a Request. I could not find any explicit setting for doing this. Is there any workaround for this? Thanks Enrico
Custom Trigger query
I've been looking into how Custom Triggers work via the following link: https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html Looking at a new Custom Trigger you can set them to execute a script (under a certain condition) when the Request is Created, Edited or Created / Edited: Could someone explain how this is different to the Field and Form rules, using On Form Load?
issue while backup and restore from windows to linux in servicedesk plus
I have configured servicedesk plus 9.3 buildin 9301 on windows server 2003 32bit with ADS authentication. When i will backup data and restore in Ubuntu server 16 then administrator and users are not able to login on servicedesk plus. I have checked administrator is already enable but local authentication is not showing on servicedesk login screen. Please help to resolve issue that how i can enable LDAP with existing database on linux machine.
There is a way to request an approval for a Task
Hi all. In our organization, we have multiple data owners, for different databases. We have a process for the treatment of incidents or requirements, for applications, which implies the need to execute a script to obtain data from the Databases. This can be requested several times per case. For that, we need the approval of the Data Owners. The appropriate way to proceed, for us, would be to create the Service Request or Incident, and obtain the approvals in each of the tasks that we would send to
Group and user level restrictions
We currently have SDP deployed in our environment and everyone can see all open ticket, request, ect. We want to start using SDP to log and track security issues but these need to be only viewed and accessed by specific people within the security team. Is there a way to setup restrictions so that only specific people are able to view or access tickets assigned to a specific group? These tickets and issues could contain sensitive information that needs to be restricted.
Problems with Field & Form rules in Internet Explorer?
I've set up a demo of a Service Catalogue using version 9.3 Build 9326 I've set up a Service Item, with some custom Resource fields. There are also some Field and Form Rules. Thanks to these rules, when I access the form (as a requester) using Google Chrome and change the contents of the "Item required" field, the Category, Subcategory and Item fields change as a result: However, when I access the same form via Internet Explorer (11.0.9) this does not work. Full rule: It sits amongst many other
Work log / time spent information per support group
In SDP, there is a ChargesTable which includes time spent information. As far as I can see, the charge is only associated to the technician, not to the support group. Our challenge is to identify what has been charged by a specific support group. We can identify the group by joining a few tables. However, there is an issue in case the technician moves from support group A to support group B. How can we still identify that the work was done by group A and not by group B?
Send email python script
I have set this script up to send an email to one of my vendors from a custom menu. My problem is that I cannot seem to create a format that looks the way I want it. This is the xml code in my file <message> <!-- This is the Message to be sent in the email.--> From: ServiceDesk Test <GSDTest@mydomain.com> <!--The values for From and To can be updated here--> To: Leroy.Squires@mydomain.com> MIME-Version: 1.0 Content-type: text/html Subject: Please order new cell phone for the user below
Notification Based on Input Method
I am trying to find a way to notify technicians of new requests ONLY when a request has been entered by email. All of our customers create tickets via email, and we definitely want our technicians to be notified of this. The technicians themselves enter tickets through the UI though, and it would cut down on a lot of notifications for our users if they did not receive notifications of these. We are running version 9.3 currently. Thank you in advance for any help
Custom Worklog Field in list
I created a custom Worklog field to track version numbers for changes made to a development project, is there a way to make that field show in the work log list so I can view the version numbers and their corresponding change log? Or is there a way to track software development that is inherent that I am perhaps missing?
Integration Failed
I am trying to integrate Desktop Central with Service Desk Plus, Build 9333. i have verified that all the information including the API Key. every time it says Integration Failed. i was able to integrate Active Directory with no issues.
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