Template changes locked down
Is it possible to lock down a incident template to protect against the task details being changed? Or if it gets changed, the owner has to approve or gets a notification?
How retain ticket status
Good day, Please I am having an issue and require ideas on how to resolve it. I have limited slots for technicians and at sometimes in the organization some of the technicians are re-assigned new schedules or they leave the organisation outright. Now the problem is when this happens they are either not technicians any more (they become requesters) or they are moved to other departments. Now when this happens and there is a change in the configuration of the MESD, the tickets for which they where
Servicedesk Plus Upgrade Shortcut from Build 8213 to latest.
I will be upgrading our Servicedesk Plus from Build 8213 to the latest, as you can see its already outdated and several versions have been made. I would like to ask if there are any possible shortcuts on upgrading the SDP easier to the latest?
Users Logging In With Email Address Creates New User
Good Morning, When a user authenticates with their email address instead of just their username, ServiceDesk creates a new user for them. Is there a way to either have ServiceDesk link that email to the proper user account already in the system, or refuse the login as invalid forcing the user to use their actual username? Thank You, James Leitz
Conversations Report Help
I need help to modify the query I have to get a report showing all conversations for only Open requests. Right now, the report shows conversations for all tickets, and the report times out when I try to run it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time", longtodate(c.createdtime)"Last conversation time/date" , cond.description "conversation Description", std.STATUSNAME "Request Status"
What is the best way to copy my production data to my development system?
Hi, I want to upgrade our system from build 9230 to build 9307. In the past, my upgrade experiences have been quite painful and have provided far more practice in restoring a broken system than I really have time for. There is no way I can take a chance on upgrading the production system until I have performed the upgrade in development. I realize that there is no direct path between the two versions and that I will have to do this in several steps which is taking this to a whole new level or terror.
Notify users when request has been merged
Is there a way to send an automated notification to the requester when their request has been merged with another request. We get a lot of duplicate requests that we merge together to make tracking of issues easier but once they request is merged the requester does not get any notifications other than the ticket that remains causing them to think their original ticket is still open.
Possible to create an end of business day SLA?
Hello, Looking for a way to create a SLA for the end of the current business day. This often comes up where our current SLAs do not fit the bill for the request where it is not terribly urgent but needs to be done before the next shift comes in. Is there a script or some way to accomplish this currently? I just submitted a feature request but I am not going to be able to wait for it to be upvoted and then added eventually and will need a solution for now. Any help is appreciated! Thank
Notification Feature for technician simultaneously looking at a Request disappeared
Hello I made an upgrade from 9228 to 9307. Before there was a useful feature. When I was looking at a request, which was already opened by another technician there was a notification / pop-up which told, who is looking at the same request at this time. Is there an option where I can enable this feature again? Regards, Markus
missing icon for advanced search
we upgraded to 9307 over the weekend and just noticed the advanced search icon is missing. the function can be invoked by clicking in the blank spot where the icon should be. anyone else noticed and/or fixed this? shows up in firefox and ie but not chrome?
Manager View
I've been told it is possible to do, however I cannot find where to set it up or enable it, whereby the Manager can view all their teams' open tickets. I have set my test account in Active Directory to be managed by me, and when I log in, I can't see the tickets my test account has raised. Can someone point me in the right direction please. Thanks
Service Desk download
Hi, I currently run Service Desk Plus 7.6. I am building a new server and would like to install a fresh copy of 9.3 and migrate my users to a new, clean version. Does anyone know where I can download a full copy of 9.3 without trial data pre-loaded? Thanks, Lee
edit SDGuest
hi all, we have a fantastic role - SDGuest for all user. could i edit the rules for this role?
Script to Open an Explorer Window
Hi, We have a script that opens up a browser window if you meet certain criteria, this is great for websites or links through a browser but is there one that opens up an Explorer Window (To view network files using explorer.exe ) ? window.open('AddrFromSolutions','_blank'); A
Notification Rules - technician
Hi all, We plan to let technician to using the email create the incident request assign to them self, close ticket and update ticket via E-Mail Command, but there are no notification email to technician(i have tick the Alert technician by e-mail when a request is assigned.). It will send notice email to technician if we manually assign it to technician from the web portal. Is there any possible solution that allow it will send notice email to the technician even using the email create request assign
HTML Notification corruption - SDP adds intrusive HTML
We have been using a method for adding full HTML notifications to SDP for a while now. It basically involves: Create a HTML file using Notepad++ (specifically targeting compatibility with Outlook) Open a blank email, remove any text Use the 'Insert as text' function to add the HTML file as content in the email Copy and paste into the SDP notification window Save the notification This has been working now for quite a while and works flawlessly on all notification except one! If I use the process above
Dashboard indicating wrong number of jobs for techs
The actual number of jobs a tech has[ pending ] are not correctly being reported on the Dashboard. We just upgraded to version 7.3.9307
No search results if there is a negativ sign in the search box
(build 9307) Hello We have a lot of requests with the hostname written in the subject. A hostname of ours looks like B-Luda-71. If I search the requests and write the hostname in the search box, I don't get any results. I could write only Luda, then the request will be found, but I get too many requests in the result, so I have to search for B-Luda. Regards, Markus
Set Task Start date From Date field in Incident
I am working with our HR department to help us with our staff transfers. I have created an incident template for them to fill out that contains a date field of "date of transfer". Is there a way to pass that field to an added task and use it to set the start date and possibly end date of the task? so if they say the staff memeber needs to be transfered 25 Mar 2017 the task start date will be 25 Mar 2017 Thanks
drop down menu
jhhi it is possible to make drop down menu to choose status? like technician drop down menu
Reports Help!
Hello all! We are looking to create a few reports that show any Requester who has elevated access to view requests above the default. This is denoted in the Requester Details under Department Details and Requester allowed to view. We would like to see: * any requester who can view their Departments tickets * any requester who can view their Sites tickets * any requester who can view ALL tickets Jeff Day
Workload Query
Hi, We have two teams, one receives a Service Requests for some work but they need the other team to also perform some work on the ticket. We have looked at tasks but I doubt they are suitable, so what would you suggest is a workable option instead ? Any ideas ? A
Email quota in Manage Engine
Hi Support, I would like to increase the attachment quota while sending email via manage engine. Along with increase quota in uploading document into manage engine SR. Appreciate you could advise. Regards Vincent
Requester-Import from Active Directory: Failed entry = 1
I have a question about the requester import from Active Directory. Everything works fine. But with one requester I get an error message: Failed entries: 1 Where can I find a logfile where I can check which entry failed
Mark incident FCR through email
Is there an email command that will allow me to mark incidents as FCR? This would be helpful when creating break/fix incidents via email when I am out in the field and do not have access to a workstation to log into ServiceDesk with.
Prevent Deletion of requests
Is there a way to prevent technicians from deleting a request and require them to close, cancel, or merge the tickets instead? We have had some issues with tickets accidentally being deleted causing some confusion as to what was done with those tickets.
Approval stage based on input
We are building out an approval process for our new employees. Our current process calls for HR to approve the account creation and our CFO to approve if financial system access is needed. Is it possible to trigger the secondary approval stage in a service request based on field input?
SD tabs are hidden
Upgraded SDP to 9307, now all tabs (Home, Dashboard, Requests, Problems, etc.) are hidden. You can only see a tab when you hover a mouse pointer over it, otherwise you have to hover over every tab to make it visible.. Attached picture shows "Problems" tab only, when mouse pointer is over it. Please help?
Self Service Portal Link Request
Anyone have a link to their portal that I can check out for some ideas on its level of customization?
Software Management: ServiceDesk Plus vs Desktop Central
Hi ServiceDesk Plus has AssetExplorer agent for asset management, it does software inventory and licensing management. Desktop Central also does software inventory and licensing management. My questions: Which one is better? Do both have the same features? Is one of them doing the same job but more advanced All of the above questions are about the software inventory and license management and nothing else.
How to extract a report from project data
Hi, I wan't to create a report with all datas of a project: ¿It's is posible?
Ticket assigning
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards.
Does changing "Service Category" "Category" and "Subcategory" will it impact existing tickets?
I need to improve how we categorize tickets. If I change "Service Category" "Category" and "Subcategory" will it impact existing tickets? Thanks in advance.
Build 9.3 Build 9307 - Default Incident Template Appears to be Corrupted
I have lost the Service category, Category, Subcategory and Item field from the Requester tab in the default incident template. These fields are all present on the technician tab and the edit options (requester can set and requester can view) are both enabled. The fields are also not docked in the left hand drag and drop column. Is there some way I can reset this template? Thanks
Outbound email identification
We have built several different departments in to our SDP instance and would like to see if there is a way to have emails from each queue show a different "From" address to the recipient. A good example would be if accounting was working on a ticket in their queue and they responded through SDP, it would show to the recipient as accounting@companyx.com instead of support@companyx.com. This way the response recipient could identify who is actually sending the email and not potentially ignore it.
How do I combine the two organizations?
A requesters has previously used Zoho and now cant join my organization. How do I combine the two so that she doesn't loose her previous information? This is the email she is getting when we "invite" her to join. Sorry! you cannot accept this invitation now. Your email address is already registered as administrator under the organization amyjaekel. To join the organization Lexmark Carpet you should delete your existing organization amyjaekel.
Confidential Tickets
Hi Guys - is there a way of password locking confidential tickets say of a HR nature so not all technicians can open them? Thanks, Chris
Change Change status from Approval Pending to Approved after 24 hours
Is there a way to automatically, maybe using a SLA or Customer Trigger, that allows me to automatically change the status of a change from Pending Approval to Approved.
Barcode field
Hello, Is there any established way or process to assign assets to contracts? I had an inconvenience with the SD+ upgrade from 9049 to 9307 we used to use the barcode field to link assets to contracts, with the new functionalities and after the upgrade the barcode for all the assets is now consecutive for those that had the same barcode description and it does not allow repeated barcodes and Asset admin does not like consecutive barcodes... Is there any recommendation that you can suggest so I can
Next Page