Not able to Associate approvers to departments
Dears, I'm not able to add any user as department incharge or approver. Kind regards, JS
Customizing ZE Editor
Hi, How can I change default font from Verdana to Arial in ZE editor ? How can I add buttons like "Insert HTML", "Insert Code", "Edit HTML" in ZE editor ?
[Closed]License Expiration
Hello, We are using ServiceDesk Plus edition (9.2 Build 9203) since last year. It's running with free license of 100 technicians, and we would like to continue the free SDP with same features. I am started getting the banner notification stating the license is about to expire in 36 days. If I click on the renew button, it takes me to Zoho website, which says I don't have any product under my login, although the license was sent to my email ID last year. Please let me know, how to generate the free
Purchase Request bug
Hello, I noticed an error from version 9234, maybe this error is older. When I created a purchase request and in the Product Name exists simbol "+", "&", to create PO occurs error( screenshot "1.JPG", "1.1.JPG"), maybe there are other symbols that can generate error. Since the occurrence of this error starts problems, I can't view the products in the Purchase Order. If I delete this symbols from Product Name are cases not see all the products in the list of Purchase Order. Another bug When I create
How to turn off Product Update Notification
We have recently updated our Service Desk and now have an icon with "System Updates Available" and a Red badge indicating one update is available. However when clicking on it, we get a pop-up saying to check internet connectivity. By default we block internet access to services, but is there an easy way to just disable or hide this feature?
Purchase Order Default Value s - Edits
Can the default fields associated to a Purchase Request be edited? I'd like to remove some of the, "Default" values from the "Purchase Request" form, because they don't fit our internal strategy for Procurement & Purchasing.
Old Backup Files
Is it OK to delete old backup files? Specifically files from the ServiceDesk\backup folder? Eric
Custom Reply Template
Hi, Can the custom reply template cover Resource Info data too ? We can configure a custom reply to include fields but just need to know if it can include the Resource Info ... $RES_3301_QUS_3001 Any advice ? Regards A
Is there a method to make an attachment required before submitting a request?
Service Request Templates
Hi, When creating templates for logging Service Requests via the SD Portal, I want to associate certain templates with certain support teams. Currently, when requests are logged, they are unassigned and sit in 'limbo' because none of the support teams can see them. I'm also unsure how to set the following: Priority Due by date Group Distinguish between incident and service request I've highlighted with red circles the areas to which I am referring. Any guidance with this would be greatly appreciated.
SD & Chrome 56 - Not Secured
Hi ALL! We have SD 9240 and Google Chrome 56 after update chrome to 56 build we have some error - NOT SECURED. We use SSL sert from startsll.com What happened and how i can fix it ?? http://odarchuk.com
Separation "Issue catalog" and "Service catalog"
Hello, How I can configure separate buttons (and icons) for "Issue catalog" and "Service catalog" such as on screenshot demo.jpg my customization you can view on screenshot portal.jpg Thanks.
switch between Cluster DataBases
Hi Dears im using cluster database for servicedesk plus version 9.1 on SQL server 2014 when first database fail it has to move on the another database, the second database work correctly but servicedesk plus doesnt detect it. i dont find any place to enter the second address of database. how i can manage my databases for automatic switch?
How do I add a note to a user or asset?
Consider "Acknowledge requester by e-mail" as First Response
Hi, I'm running version 9.2 (build 9228) and have enabled the option "Acknowledge requester by e-mail when a new request is received" This sends out an email to the user which indicates the ticket has been created. Is it possible to set the sent time of this "Acknowledge requester by e-mail when a new request is created"-message as the time for "Responded date" in the ticket? Many thanks
Service Catalog - Service Requests
Hi, We log IT Service Requests in the Service Catalog, and noticed there are two categories - IT Service Category and Business Service Category. Stupid question, but what is the difference ? A
How to automatically close Solved tickets
Hi, is there a way, or will it be asap, to automatically close, after some days, tickets which are in "Solved" status? Now we close them manually, which is annoying and time-wasting. We are on ver. 9.2 Build 9232 Thanks ale
How to get All Request(Ticket) based on LastModifiedDate Time filter via REST API?
Hi All, I would like to get all Requests by passing LastModifiedDate as filter to REST API. Is it REST API available for that service? Thank you in advance. Regards, Govind.
Auto filling forms - SharePoint or any other suggested solution
Hello, I would like to have two things that can be done by SharePoint integration or any other solution: 1- Asset receiving form that can be filled automatically with the assigned assets to the user to be signed by him 2- PC checklist with auto filling asset details of the user to be done by the technician Kindly let me know the possibility of doing this either with Sharepoint or any other way.
Boot Camp Jan '17 - Incident Management
Capture email address in conversation
Hi Is it possible to edit the conversation view to display the From Address of the person as well as their name. And would it be possible to have variables for any CC addressee information included in the ticket to allow these to be added to ticket notifications.
Can I get a merged request through the REST or Servlet API (or other API)?
Hello !!! Currently, I'm getting information about a request by the API RESP operation GET_REQUEST_FIELDS. Everything works fine until I try to get this information about a request that has been merged with other one. For example, initially there are two request. After that, request 2 is merged into de request 1. After that, request 1 is accessible by API RESP operation GET_REQUEST_FIELDS but request 2 doesn't. However, from the ID Request field of the GUI I can get two request. Anyone know how
Requester to duplicate request
A Technician can go to - Actions - Duplicate Request to duplicate a request. How can a requester duplicate a request?
Update Manager
I have been unable to install updates for a few weeks. The update manager when launched, will stop the service, but I do not get the usual java app up that allows me to select the update patch and install. Is this an issue with a java update or is there a corruption somewhere?
work order ID to change ID
Is there a way to convert a Workorder ID to a Change ticket while keeping the existing WorkID number?
Free License Technician
Dear All please i want to ask about SDP free edition ... how many Available Technician is it 100 or more ??
API - Criteria based search and View Requestor list (Requestors).
I am trying to pull a list of all tickets created since the last time I polled for tickets through the API. It seems like the only way to filter tickets is by passing a queue and this only allows a static date. Is there a way to be able to search for all tickets created after a passed in timestamp value? Eg all tickets where created datetime > ($VALUE) Is there a way to query for the Requestor List through the API? Thanks, -Dan
Email convert into tickets in helpdesk
Dear Support, How can be possible if anyone sending email about the issue, then that email divert to Manage Enginee Helpdesk to open as an tickets. As of now your system currently working, we send email and you take into Service desk plus Help center. Please provide the solution how we can make this in our organization. Thank you. Regards, Afzal
Attachment Rule
Hi, Is there any script or rule that can be applied that prevents a request being raised that does not contain an attachment ? We have some ITSR's that we have but quite a few require a template to be attached and it would be good if we could prevent these being raised unless they actually attach something. Any ideas ? A
Report File (.XLS) Corrupted
Hi, Why i cannot open report .xls file after i download it, and it said "excel found unreadable content....". Before it was okay. I attach the report file. Thank you.
CC Field when Replying to Request
Good Afternoon! When someone e-mails the Helpdesk it creates the ticket but the e-mail it comes from is a distribution group. When we go to respond to the ticket it will have the user in which the original e-mail was created in the To field but in the CC field it has the distribution group in which we don't want to respond to everyone. Is there a way to remove the information in the CC field so we don't have to remove it manually every time? Thank You! William
Disable Solution proposal for technicians?
We upgraded to SD Plus build 9241. All technicians now see the Solution proposal tab when they try to fill in resolution text as first tab. Is there a way to change this behavior and either disable showing the solution tab or keeping the Resolution tab opened as first ? Regards, Jan
support group problem
hi i have a problem, admin>support group there is no groups for example "Kakheti" but it is show in request , please see pictures, best regards, nodar vardiashvili
Contract: Maintenance cost
The amount entered in Contracts Maintenance costs is supposed to be monthly cost, annual cost or cost for the period ? Antoine
Any way to add or script importing a user from the request screen?
Often, we get new users added to the SDP database inbetween scheduled AD imports. Is there a way we can trigger the AD import function to import or re-import a requester from the request screen: 1) It would allow our non-admin SDP techs to perform this function. 2) It would allow us to avoid having to exit the request go into Admin>Requesters>AD Import>Manual Import and running the pull. Thanks, Adam
Incident Form - Accessing the Requester Department field value
From within the Incident Form, is there any way to get access to the Requester's Department field using $CS.getValue("????"). For example, to get the selected "Site" you would use $CS.getValue("SITE"). How do we reference the "Department" field in this way? Many thanks.
Automatically log a request for an expiring contract?
Hi there, We don't currently use the incoming mail fetching option so is there another way that a request could be logged automatically when any contract expiry notification is triggered? Any ideas? Thanks.
Import from Active Directory stopped working
Hey All, We have Import Requesters from Active Directory scheduled for 1 daily. Up until now, it has been working perfectly, however all of the sudden it has stopped working. I have checked all the information, and it is correct. I was also able to perform an "Import Now" and it worked, however that was a week ago, and I just now found out it is not working again. Is there a log where I can see what is happening, or why this isn't working? Any help out there would be great! Thanks! Jeff Day
Reindex Database
Dears , what reindex Database do ? is this make better performance ? & another question .Archiving the closed Request also Make Better Performance ? Thank You
Restore Device
I accidentally deleted a wrong Server on Service Desk Plus. Is there any way to restore the device and these data? Thanks.
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