option to remove first response via note
Is there a way to remove this option?
Ticket re-open on reply from user
Hello! I am sure this must be a FAQ. Can someone tell me how to disable tickets being re-opened when a user replies to a ticket that has been set to resolved. The following option has already been set and it was working until a few days back Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." Thanks in advance! Rafeel
Login Page option to prevent users from entering Email Address
I wanted to see if there was a way to enable a script on the login page that would prevent users from entering in an @ symbol and alerting that you can not use your email address to log into ServiceDesk Plus. Even if we have to put in a custom Javascript function. Roughly 60% of the communication from our employees that comes outside of the helpdesk is "I cannot log into the helpdesk with my SSO credentials." All of these cases to date have been the issue of a user trying to user the format: [usern@domain.com]
Losing priorities
When a user creates a ticket, it is opened by default with normal priority. However, when a technician transfers this service to L2, the priority is being set from normal to none. How is this possible? By the way, with a non-priority ticket, it is not possible to calculate the due date, and thus, the ticket is lost in the system queue. Thanks.
Auto Reply Message on Mailbox
Simple question here: We are shutting down SDP service for an extended period of time to do upgrade migration and database changes. If we set an auto-reply message on the mailbox that we are using for mail fetching while service is down, will we encounter any issues when we start SDP up again and restart mail fetching?
How can I send automated notification to Requester?
Hello all! New question from me again )). I have custom request status like "Refused" and default status "Onhold". I want to send an automatic notification to Requester when the status has been changed to one of these two statuses. In "Notification rules" I can't do it. The technician's comment on the change of status on "Onhold" is not mandatory and is not sent to the Requester. In "Form and Field rules" also no such function. Maybe I dig in wrong way? Thanks in advance for any help!
Email response to tickets not threading
Hello all- We have a first response SLA setup, and techs must respond to tickets. This is done by hitting the 'reply' button on the ticket, and sending an email. Once the user receives this email, they will respond back. However, when they do, the chain is broken, and all communications go through just email, and do not appear on the ticket itself. To get responses to appear on the ticket (for records, etc), they'd have to go to the ticket, and respond there. Is there a way around this/to keep the
Unable to scan assets
Hi I am struggling to run a scan on some of our computers on the network. All these computers are connected to the domain, they show up in AD, I am able to ping both name, FQDN and IP address from my computer but the scan fails. Could you advise if there is a log that I can view to identify what the issue is with these computers. All computers are Windows 7 devices. We are running 9.3 build 9304 Any advice or assistance is greatly appreciated Anna
Schedule Report Management
Hi Team, I would like to inquire how do I manage the schedule report because I've got to disable some schedule report but i don't wanna delete the report. I'm running on 9.0 Build 9035 Regards, Vincent
anyway to send an attachment file to an email on SDP?
Dear all, So i created a request catalog with an email field (mandatory field) and has an attach file field on SDP. The point is , in that request catalog, i wanted to send attachments as well. But when it sends the email, it only sends the description to the email but not the attached file. The attachment file is necessary (confidential document that is intended to be stored to sharepoint via the email). So my question is, is there anyway to send an attachment file to an email using request catalog(customized
Site Field Should Have More Controls
Suggestion and Problem: Suggestion:I see lots of discussion about the Site field, but I would suggest that the site field have same control attributes on a incident template as any other field (Mandatory Field, Requester Can Set, Requester Can View). In addition, I would like to suggest that the Site field be added to the Request Closing Rules. We utilized this field heavily from a reporting perspective and have to run a report to validate Sites before we generate business reports. Problem: The
Sites do not update after requester is changed
I have noticed this with email tickets, but after the 9.3 upgrade it appears to have gotten worse. First issue, when a requester email an incident into SDP the ticket gets created but it does not assign a site. The sites are all populated and correct in the requester record. Second issue, if the requester is changed in an incident ticket, the site does not update from the new requester data in the ticket. We have to manually go in and select the site. I don't see what advantage there is to associate
hyper link
Dear i have text in description such as "https:\\boubyan.com" i want convert it hyper link to press on it directly https:\\boubyan.com how i make it by Excecute script Thanks in advance
How export or obtain a report about de comercial rules?
How export or obtain a report about de comercial rules?
Set a custom email to customer when Service is set to Resolved
I have a service that I would like to have a custom email be sent to the customer when all tasks have been completed. The body will contain additional instructions for the customer to complete on their end, however, the service is technically completed. Is there a way to have this done automatically?
Assign two users to an asset
Hello, In my organization we are given the case where several users use the same asset. We would like to know if it is possible to assign the same asset to several users, so that when generating an request the asset appears as its own in the form. Thank you.
Backup Tech: Move request to unassigned state
I am out on Friday, I have business rules created. When I am out, I would like the tickets to move to unassigned state but getting failed to save values error message. - Tasha
Custom Dashboard
Dear all I tried to make custom dashboard, following instructions from site, but I can not find NEW button actually to start creating it. Need help where it is(NEW button) or help how to edit existing dashboard.We use ManageEngine ServiceDesk Plus 9.2 build 9233. Thanks
Technician user guide?
Hello! I've just been looking through the user guide documentation and unless I've missed something, there isn't a specific user guide for technicians? I know that the Admin guide contains the info on how technicians use SDP, but it isn't necessarily appropriate that they see information on how the product is configured. Do you have any plans to create a Technician User Guide? It would be a great resource for training new technicians and easier than trying to pull out information out of the admin
Service Desk+ Load
Hi, When it comes to technicians, what is the maximum load that servicedesk+ can handle?
mandatory field
hi, i have mandatory fields in incident template. but some users create incidents and they doesnot fill any mandatory fields. I wonder how they did it ?
Advanced search not working, not responding
My advanced search does not respond whenever I click on it, it keeps trying to load but it doesn't. It is working for other user's but not me. I am running SDP 9.2 Build 9234 with MSSQL database. I have noticed before that sometimes when you execute an advanced search it keeps what you last searched for in memory and then when you go back to advanced search it tries to search again for the same criteria as last time so it slows it down considerably. I am not sure if this is still the case in SDP
Error in parsing email
Hello, I've put a new server to test your program, server configuration: windows 2012r2, Sql 2014. The system works kind of well, but has encountered the problem of parsing. I turned off parsing, requests are executed an example: @@REQUESTTYPE=Инцидент@@ @@GROUP=Группа SD@@ @@TECHNICIAN=SD@@ @@OPERATION=EditRequest@@ @@REQUESTID =8@@ @@RESOLUTION=Заявка@@ @@STATUS=3. В ожидании/согласование@@ But if you send a request to close the application with the status decided it is impossible. Updates the
Request Approvals
Hi team Many times we face problem in approval link. some time they get a message request has been already approved , but they says they have not approved. can get a info from which IP or host name the previous approval has been done.
Category / subcategory / item
Hi, is It possible to change the order to the above ? I would like to have a category "N/A" at the bottom of the category list. or is it only possible to have alphabetic order? Best regards Thomas
WordOrder_Fields table
Does anyone know where the list of values in the custom fields in the WordOrder_Fields table is stored?
Global Search: User has insufficient rights
After upgrading to 9.3 Build 9304 we have the following issue: A technican with role 'SDCo-ordinator' wants to perform a global search and gets the error, that he has insufficient rights for this. How can we fix this?
Approve a Request from Approvals tab
Sorry if this is a double post but I didn't see my 1st attempt. I know Approvals exist on the home screen, but is there a way to approve a request from the Approvals tab? it would seem to me that if i am the approver and have lost my email, I should be able to come here and have a button to approve or deny. Is that possible or just a good new feature for a future version? Or...is the only way to approve a request is either via the email or the home portal page?
CC reply open NEW request
Hi Why a cced contact, when he replies to the SD system notification (That have the ##reqid## in the subject) SD opens a NEW req? It openes new req every time - insane! Please assist.
Need a querry update Sites and Technician
Hi All, i have using posgresql with version 9.3, so i needa querry to update sites (Regions, Times, Address, City, Country, Email and Phones) and Department (Names). BTW if my shipping addrress and the billing are different how can do it and please help me to show hơ to use query or any tool can help me connect to database with ui. Thanks.
still assign request to technician who already marked on leave (backup tech)
hi, i have a question regarding backup tech chat, now technician marked on leave and i have tried to using round robin and round roboin method in "technician auto assign". i have configured backup technician, but the technician didn't change to the backup one. I red many articals regarding the same problem and all the answers was about this function working based on Due By Date request, if anyone can help to solve this problem please provied pics. many regards, Nuha
Warning when trying to pick up an already assigned request?
Hi, We've had a few occasions where support staff accidentally pick up a request in the helpdesk that someone else just picked up before them. Is there any way to get like a popup warning/confirm that you're about to pick up an already assigned request? Thanks in advance. /Z
First Call Resolution (FCR)
Hi, Is there anyway to turn OFF the First Call Resolution feature ? It has its uses with a 1st line service team, but for 2nd/3rd it's not representative as a technician can apply a fix, move it to Resolved and the user can then agree to close or it will close after 24Hrs...but in many cases uses come back saying its not fixed. From a stats point of view its recorded as a FCR but in reality it wasn't. So, in short - Can we remove it or are there plans to provide more control over it.,......like only
Password Stored In Log Files
Does anyone know why SDP stores the service account credentials in clear text in the log files and if and how to encrypt the credentials or prevent them from being stored in the file? Thanks, Robert
Technician restriction
I would like to know how i can restrict request a technician can see when logged into the Web interface because for now if i create a new technician by default he can see all request and since some are confidential this is a big issue ? Thanks for your help !
SDPlus SLA Escalation Actions Fail
I am new to SDPlus so I may be missing something simple (I hope). The new tickets show the correct SLA is applied so I know the SLA criteria config is correct. Escalations are enabled in the SLA config and this particular SLA has response time at 5 minutes irrespective of operational hours or holidays or weekends. The Enable Level 1 Escalation is checked with execute after 20 minutes to change support group and raise priority to Medium – This part NEVER happens anymore, even though I somehow got
numeric value to the left of tab name of sd instance in browser?
Hi. We use SD Plus here; this is not really a pressing question, just curious. It seems a number of users will see a number in the tab that is created when logging into servicedesk, that appears directly to the left of the sd name (see attached photo). It's not the number of open/pending tickets, nor is it the number of instances of service desk in use in a browser, since the number does not appear to change in response to either of those things. Any ideas? Thanks! E
Migrate between editions
Hi to all, I have a ServiceDesk Plus working as standard edition. I have seen in the website that up to 2 technicians, enterprise edition is free. I have just one technician working. How could I migrate between the standard and the enterprise edition? Thank you for your help. Regards.
Need help to understand a work around or a solution for the following .
a) While approving a request can I find the detail and note filed by the initial approver . At present I cannot find the same and have to open the request to check . b) Can I convert a service request to Incident Or A incident to service request. c) Can I delink or add a form to a service request. d) While taking a report of service request can I get the template field or name in the report at present its not avaible . Its imp to maintain the service request report separately . e) while allocating
Python script to close tickets via custom trigger?
Greetings, I have large volumes of ServiceDesk Plus tickets that are created via ADAudit Plus when accounts are locked out. I'd like to be able to trigger a script to fill in the necessary fields that fulfill our ticket closure rules and close those as they occur. I'm new to APIs but I have some Python and PowerShell scripting experience. What would it take to populate the fields as shown in the attachment and close tickets via trigger?
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