Custom view to filter problems by support group?
Is it possible to have a custom view to show only the problems related to a specific support group?
Auto Assign Tasks
How the SDP system can auto assign tasks to technicians once a task is completed? Please advice.
Bell problem
Hi, after upgrade the Bell notification dosent work. 9.3 Build 9310 Port NIO 8081 work find. Then Execute the query below on the reports tab ->New query report and check whether the param value is true for Dynamic notifications select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%'; This is OK and ENABLE Gracias Leandro
Incident Closing Rules
I was wondering whether there is a way to create Incident Closing rules as well. the option is there for Requests and Tasks, but not for incidents. Is there maybe a script that we can create/do via a trigger? We need to enforce certain checks before a call (Incident/Request/Tasks) can be closed. For Example Worklog. Regards Albe
Using a custom template as the default incident template
Hi support, I've looked around and cant find an answer to this. I've created a new template and I'd like to use it as the default. Is there any way to do that? Thanks in advance
Auto fill technician as change owner
Is there a way to automatically fill the username of whoever is entering in a change/request/problem into a field? I would like this done as the form is created. Example: If i'm entering a ticket as a technician, I want my name as the Change Owner automatically.
Request View Dropdown
Is there a way to adjust this in any way we have several of these options we never use. In addition we are attempting to create a new one but there are no options in the filters for tasks? Am i missing something possibly?
IE and dropped request replies or failed add request submissions by users
We have been having users experiencing these issues, to try another browser other than IE, and these symptoms went away for them. We have had this issue for a while now, we just updated last night to 9310, but I am here asking if there were any specific IE fixes put in place regarding the failed add request submission? They requests just go nowhere when the users click submit. You can try again, and get both results, successful, and unsuccessful by just attempting to add another ticket. Its hit or
Custom menu to add specific ticket view?
I'd like to know if it is possible to create a customized menu that will allow us to display a customized view (customfilter) of tickets Request Type = Incident Request Group = Service Delivery Sortby Priority If so, how can we accomplish this? Thanks, Adam
HTML tags in subject
Hello, I have a problem. When request mark as completed user receive message with "<body> <div> <p> </p> </div> </body>" tags in subject. How I can fix this issue? Regards, Anton
Error in update servicepack
Hello, good morning everyone
My name is André Ferreira
I am trying to perform the installation of the new service pack but it is displaying the following error:
You are trying to apply the patch over upgrade failed setup. Hence this patch can not be applied. Please contact Support for further assistance. And when trying to start the system it returns me the following error:
PPM Installation failed. Please contact the support team.
Failed to start the server. Please refer logs for more details
However
Processing requests from unattended emails
Xerox copiers can be set to send alerts to a specific email address, when supplies are low, completely out and when there is a problem with the units. Is there a way to script the way ServiceDesk Plus handles this requests, and also to prevent SD+ to send a reply to them, since the machines do not allow the receipt of emails? I would like to stop the system, from doing anything else when the email from the Xerox machine arrives. I also thought of going into the helpdesk customizer section of the
Email Commands
Is it possible, through email commands, to create a service request rather than an incident request ticket?
Field & Forms Rules
I have a rule set for on field change, it shows some fields after the user has made a selection but it is not working properly. After the user makes the selection the fields do not show until the user refreshes the page. Do I need to add a script as well to do an auto-refresh and if so does anyone have an example. Thanks,
CustomScripts
Hello, I can not get my ServiceDesk\custom\scripts\CustomScripts.js file loaded in the views. Can you help me? (It works on Linux)
SQL 2014 problems
greetings, im having problems installing Service Desk Plus with SQL 2014 is compactible with this DB? because i install the native client 11, and comand line 11 but in the moment whent i test to conect to the Instance show "Loggin failed" i need to install some native client specific?
SMB v1
So SMB v1 is being disabled all over the globe due to the WannaCry Malware. I have seen reports on other forums that this breaks Active Directory PassThrough authentication for ServiceDesk Plus when disabled on domain controllers. We are on the edge of disabling SMB v1. Would someone please confirm this issue, what else is going to break and if/when a fix is forth coming if there are issues? Thanks!
Survey Notifications?
Is there a way now or can there be in a future release, a way to get a notifications to "X" group of users when a survey has a value below a set-able threshold? So If the rating is 4 or less, send and email with the survey info to Bob, Steve, Bob, and Ted? This would allow robust followup for the managers or supervisors to address any issues immediately. I know a large survey enhancement is close (any hints when?). Was just wondering if something like this was in there or could be added. Thanks David
Creating a custom incident template
Hi, Is it possible to create a template that is not pre-populated with fields and email reply options? I know we can edit existing templates and add fields but there is not enough space in the template to add all the fields I need. I'm trying to recreate a form our sales team use. I need more empty spaces essentially! Is this possible? Appreciate any response!
See technicians working on a ticket
Now, I may have missed something, either by changing a setting or a with a new release. But, we used to be able to see if any technicians were viewing a ticket and pop ups appeared when an other technician made amendments to a ticket whilst you were viewing. What has happened to this feature, we no longer seem to have this?
Update Technichian (Associate Site and Group)
Dear all, I'm Using porgressql and i need to help the query to update Technichian to associate site and group. ex: We have 100 Site and 50 Technichian,5 support group, our workflow is only the people in a group with a specified site can populate in request template, and the prolem is my company change the technichian with the site everyweek, and we can't take 1 or 2 hour every week to update it,so any tool ,api or something to help up update it ? Thanks.
Chat
Hi, Can users and technnicians open live chat sessions within SDP ? If yes, is it possible to assign technicians to users on a per group basis ? If no, is this feature in your roadmap ? Thanks for your reply.
Better, Richer SDP e-mails than what Rich Text and Plain Text can do....
I'd like to be able to have something better than the Rich Text or Plain Text options when SDP sends a response to the user who opens a ticket, when a ticket is closed, etc. I feel that the current way is unprofessional. I'd like to be able to add images, colors, and other formatting that will spruce up the automated templates that are sent out. If this isn't currently possible, is something like this in the works to bring it to us in a future release? Thanks...
purchase request for requesters
Hi, Is it possible to give requesters access to the purchase request modul ? And, is it possible to automatic create a PR from a service request that is created from a request catalog ? Thanks in advance!
Replies to requests disappearing when 'Send' button clicked
Hi For a while the occaional reply to a request has been disappearing down a blackhole. I reply, the reply window closes as normal, the browser window the request is open in refreshes as normal, but there is no reply added to the conversation, and no email is sent out to the recipient. If you then do exactly the same thing again the reply sticks & the email is sent. Today I have had to make every reply twice. The first one disappears, the second one works. I have restarted the server - No improvement.
ManageEngine Servicedesk Agent
Hello, Does the ManageEngine Servicedesk Agent work on all types of Operating systems?
Request Catalog
Hi, I have problem with Request Catalog. when I create a request Catalog with workflow the notifications for Supervisor , They are Received the junk box instead of entering to the inbox. Kind Regards Edson Silva
Quick Create customization
I am trying to make it possible to utilize the quick create - new incident function for my team. I was curious if it is possible to customize the options on here? I would like to add the option to add technician and maybe a few other drop downs if possible
Delete a technician email - Service Desk Plus
Is it possible to delete a technician email from a conversation thread in Service Desk Plus? We have a case where a technician replied to a user from within ServiceDesk with content of a confidential nature, and we need to delete the email so that other technicians are not able to view the content. I know that we can delete an email from a user, however it we only have options to resend or forward emails sent from a technician. Any assistance would be appreciated. Regards, Kylie Ware
General Document Storage
Is there s good location to store general docs and spreadsheets that contain company policy, training documentation or other important info that is not specific to a ticket and or request?
Schedule Status Change
Hello, Is there anyway to email the status change comments to the technician upon the scheduled status change? Also is there anyway to not have the scheduled status change send an email at all? I have two groups of people one wants the email while the other don't. Thank you, Eric
Add in Option to Close Call by Technician other than Assigned To Technician
Is there an option to have a drop down box that you can close off a call by a different Technician than the Technician the call was assigned to? We have a situation whereby 99% of our support calls are assigned to a generic technician i.e. Helpdesk but depending on who is on the Helpdesk that particular day the call itself will be closed by another Technician. We want to be able to run reports that show who closed off the call as presently it just shows that ALL calls are closed by the generic
Change Calendar view
How does the calendar view work for Changes? Which fields are required for it to show on the calendar? Is it just Start and End date? Will the Change stay on the calendar once it's closed like a historical record? Will all changes show on the calendar or only certain ones? Thanks
Open a ITServiceDesk Ticket using REST API
Hi, I am trying to open/list/filter out ITServiceDesk Ticket using REST API in Java. I understand, I have to pass TechnicalKey for authentication. What type of authentication I should use? Thanks Rajan
Tasks
Is there a way to get a notification when a task that is assigned from one technician to another technician that the task has been completed?.
Grant Technicians ability to view all changes
How do I grant all technicians to see all change control tickets? At the moment, technicians can only see changes that they have a role in.
Add Change Module to Standard License
Hello, How would I be able to add the Change module to out Servicedesk? In the 9303 Update notes it says: SDF-58913: 'Change' module has been provided for Standard and Professional trial editions." Is there a switch somewhere to enable this Change Management in our Standard license?
Technician Auto Assign
Hi All, I am struggling with technician auto assign. I created a sub-group with two technician in it. i created a business rule for email mode to be assigned to the subgroup(two the two technicians turn by turn). I added the site of the technicians to Enable Exceptions to exclude them from Technician Auto Assign . My problem here is, case coming from requesters still go to the two technicians and if the technicians are in "Exclude following technicians" then the case coming through email mode
How can i configure a requester in order for him to be able to access the changes?
Hi i created a simple requester and i want him to be able to create a new change and see the changes he created. how can i assign him a change role?
Requesters' settings modification - bulk mode?
Hi, I am seeking a way to change the following settings for all Requesters: Requester allowed to view - Show only their own requests to Requester allowed to view - Show all their Department requests Is this please doable from the Admin section/GUI somehow? Thanks in advance. BR, Michal
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