When is a ticket considered " responded" ?
Dear All, This is a very basic question, but I wasn't able yet to find the answer to it. When will a ticket be considered as "responded", stopping the clock for Response Time SLA? I don't seem to be able to find the specific action to see that the ticket has been responded to. Kind regards, JS.
Another option for order the request...
Dear sir, Dear sirs, We are testing the SDP, and my users ask me, if it is possible to order the tkt for 'news', in other words those that have been created, modified or have received a response ... and are pending to see for the technical. We have the bell, and the text highlighted in bold, but rather confusing ...
Automatically import requester CSV file in SDP
Hello to all, is there any way to import automatically CSV file for requesters? We see this option in SDP requesters admin tab but it's manual and we would like to create a task for automatically update. Thanks in advance
Error after 9234 Update. XSS Vulnerability code detected in URL
Dear All, We have strange error after 9234 Update. Database - PostgreSQL. We have some Custom Reports emailed (every mounth, every week) with Requests resolved by each Technician or assets in use by sites (see attached screenshot). Situation 1. When we try to Edit request with report (Something like change status from "Open" to "On hold") - and save - Get error "XSS Vulnerability code detected in URL. Some script tags are detected in the values passed to this screen. This could be a Cross
mandatory field in task assignment
is it possible to make a new task assignment have a mandatory selection? I want to make it so any technician creating a task is required to select a group.
Purchase Order - Incorrect Quantity Error - chrome
Please make it so when using Chrome, if you forget to put in a quantity, you don't lock up chrome completely with errors saying there is an incorrect quantity. Instead just error once and let it be cahnged.
Onboarding and Offboarding
Does anyone have any tips for creating onboarding (new hire) and offboarding (terminations) templates? Thanks
I need to hide many unused Configuration Items Types, is there a way to do this at the DB level or using the REST APIs?
I can not find a way to hide many unused Configuration Items Types using the Web UI, is there a way to do this at the DB level or using the REST APIs? Thanks Ken
CMDB REST API - Input JSON
Hi, We are looking at some amount of inventory management being handled via API, but while we find some documentation for the CMDB API with XML inputs, there does not seem to be much that talks about JSON formats. Is this supported? Is there any documentation available?
Permissions required to scan virtual Hosts
What permissions are required for SDP to be able to scan and search a Virtual Host? Do permissions need to be setup on the Virtual Host for SDP to be able to scan it?
Tickets opened today
Folks, I"m a little embarrassed to post this, because it should be obvious, but perhaps I'm just tired. I need a Request View that shows all the tickets that were opened today (regardless of current status). Please help me and my weary mind...what did I miss? Thanks, Adam
Service Request SLA "responded by" trigger
In a Service Request, what will trigger the "responded" in the SLA. Or...what do I need to do so the ticket will know that I have responded to it and I'll comply with that SLA time frame?
How is Asset State determined?
How does ServiceDesk Plus determine Asset State?
Showing Tickets to Email Group
Hi there, In our organization we terminate people through ServiceDesk. We also copy an email group in the "E-mail Id(s) To Notify" field. I've created a group in ServiceDesk called Terminations that can see the Terminations template, but I'm trying to get it so everyone in the ServiceDesk Terminations group can click the email link and view the ticket details and attachments associated with the ticket. What we get instead is the "Request does not fall under your permitted scope" error. If someone
FAILURE Site with same name already exists. Please provide a different value
Hi, We are getting the below error message after deleting a Region without deleting the sites first and trying to add the old sites again to the system FAILURE :Site with same name already exists. Please provide a different value. Can anyone please advise how to delete the old sites from the Database as they are not showing in the web console? thanks in advance
Email Submitted Tickets | Default Template
Hey All, Email Submitted tickets use the Default Template and I know all tickets coming in via email are set to a Request Type of Incident. I am looking for some documentation that outlines this. Is there anything in the Admin Guide or anywhere else for that matter that explains this? I am looking for this information so I can provide it to the project team. Thanks! Jeff Day
Technicians cannot see the parent ticket of a task they've been assigned to
Dear all, In our organization, we would like to give full overview of all tickets only to the Service Desk - 1st Level support. On 2nd Level support the technicians should only be able to see/edit the tickets assigned to their group. The exception will be of course when a task is assigned to that technician. He/She will need to see all the information of the ticket, which can be assigned to other group, in order to successfully complete the task. Kind regards, JS
Inquiry : Change Associated Ticket to Incident
Hi, I wan to inquire Subject : Status of Change Ticket associated with Incident Ticket For an associated ticket of Change with incident, will the change status trigger the Incident status to be close ? If there is non, is there any automated flow of Chnage status trigger incident status to be updated with resolved ? Scenario : 1. Requester raise incident request 2. Technician Raise Change Request 3. Once Techinician Update with a. Rejected >> Incident status update with Rejected b.
Setup BusinessRule for ManageEngine ServerDesk
I created a rule runs automatically and installed automatically as shown in the picture. My problem is in the monitor Request Details have market Asset (s) and I am wanting to install automatically for the Asset (s). But in drop Perform these actions I don't find Asset (s) to install automatically for it. Please help me for this problem. Thanks so much
SD plus on hosted service
I have a website hosted on hostgator. I'm wondering if it's possible to install SD Plus on the same hostgator server and access it via a subdomain. Is this possible? My other option would be running it from my own web server.
BD SERVICE DESK PLUS
when I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
GUI: Free unused space below list in asset module
Hi, is it possible to use the free space below the asset type list (in asset module) more efficiently? (the height seems to be fixed!?) (in any browser!)
Custom field for more than one person
We'd like to be able to create a request form where someone can be listed as the requester, but we could also select multiple people that could be potentially affected due to the request. This is not a request to have more than one requester. We'd like this to be similar to the "Assets" field where we could type in names and using what SD imported from AD, it could resolve those names and put them in a list as similar as pictured. Is this possible?
preventive maintenance tasks
Hello, I wonder if it is possible to work with variables in preventive maintenance tasks This is because we have some maintanance tasks that repeat them selfs every month but the subject should change with it (for the %Month% / %Year% Now we do this manual but we wondered if its possible that the preventive maintenance tasks can use variables in the subject Thanks in advance.
Rest API
how to use rest api to add worklog Does anyone has C# examples
Work flow for task assignments
I am looking for a way to automatically assign all tasks associated with a service request to a technician AFTER the request has been approved. work flow: Template has assigned tasks that "activate after approved Service request created Assigned to tech that manages the approval process After approvals service request reassigned to an engineer that will work the issue/problem. At this point all the associated tasks need to be assigned to the engineer. Before this point they should not be assigned
Report on the most common queries in the service Catalogue
Dears, I'm not sure if possible, but would be great to have a report on what were the queries made in search bar of the service catalogue, in order to understand what our users are looking for. Sometimes we provide the service, but due to different search strings, the right service is not displayed. If we would be able to see the search patterns, the Service Catalogue would become much more user friendly. Kind regards, JS
Change search algorithm for solutions
When searching for a solution the results contain every Solution that contains ANY of the search words, so the more precise the search terms are the less accurate the results are (result set is too large). For instance if you search for 'mobile phone add mail account' the search results contain every solution that contains any of those words and are too numerous to be useful. It is more helpful to just search on 'mobile' and sift through the Solutions returned. It would be much more useful if the
The “New Purchase Order” & “Delete” buttons under Purchase tab page are duplicated after upgrade sdp to 9221...
hi， team Since SDP 9220, if we upgrade SDP again ( for example: upgrade sdp from 9220 to 9221), the "New Purchase Order“ & ” Delete“ buttons display duplicated. please refer to following image: if we continue do upgrade, for example: upgrade SDP from 9221 to 9222 ... 9227, the duplicated buttons are more added one times for every upgrade. (following image is captured after I upgraded to 9222, you will see the buttons are duplicated TWO times.) following image shows SDP was upgraded from 9222 to 9227,
Can you get the User Satisfaction levels in the User Survey to go from "Good" to "Bad" from the top down instead of the bottom up?
1 SLA definition to rule them all
Is it possible to have the SLA's cover BOTH Requests and Service Catalog or do they need to be set up separately? Ideally I want to set up the SLA under Admin | Organizational Details | Service Level Agreements and have those rules apply to BOTH Incidents and Service Requests. Possible or do I need to duplicate them for Service Catalog? Thanks
User attribute on AD can not be imported when it is null.
hi, Can anybody teach me how to import user attribute completely? For example, when I change one user's "Title" attribute from "manager" to "null"(blank) , it can't get reflected in ServiceDesk User information, but when I change it to "director", it can get reflected correctly. Please let me know how to import full user attribute into ServiceDesk. I would appreciate your support. THank you Best regards, Yoshihiro Mochizuki
ServiceDesk Plus / SSO with Dual Domains
Hello! We are running the latest SD+ Build 9235 and would like to use SSO. We have followed the troubleshooting steps but have been unable to successfully complete an automated SSO. I suspect the problem stems from our dual domain configuration. We have a primary domain (CORP) that all users log into natively, but still have the legacy (LEGACY) domain active within the environment. Is there a way to configure SD+ to pass through SSO using the CORP domain by default for all requests?
Survey configuration
Hello to all, is it possible enable survey only for "Resolved" requests? Thanks in advance
New Approver Options for Service Catalog
I'm using build 2334 with a SQL Server and just noticed all the new options for Approval. My question, how or where do we set those titles? For example $Dept_Approver$, is that set at the requester or are we required to have a field in AD that maps to that or something? Thanks David
Problem in scheduled Report
Dear All Please need your support as i face problem when i try to scheduled report on XLS format , it doesn't sent however if i change format to any thing else it sent successfully Note:- I checked the log and nothing wrong also
Requester Conversations - doesn't see email to the copy contatcs
Hi, in Requester Conversation I can't see notification to the copy contatcts (Email id(s) to Notify), Is there a configuration to edit? thanks
Re: Standard csv format for assets
Is there a standard csv format to be uploaded into SDP or it can be edited according to convenience? Thanks
Resolve not Closed
Hey Is there anyway of changing the Actions tab to show Resolved rather than Closed. I want ServiceDesk to auto close an incident 5 days after it has been resolved. Thanks
more info required regarding rel. 9233 (asset scan agent)
Dear Team, We are continiously observing asset scan problems since upgrading to 9.2.33. Could you please elaborate more about the change, compatibility backwards? We don't know if the scanning is stopped until agent is upgraded to 1.0.23 or what? Should assets be scanned properly using agent 1.0.22, but SD+ release 9.2.33? Is there a need to reboot a PC after upgrading agent to 1.0.23 (it looks like it doesnt work before rebooting a PC)? Are there any need for updating security rules e.g. opening
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