Task Notification prior to due date
I've seen where a task notification can be sent to the task owner when the task is assigned, and when the task becomes due, however, I can't seem to find an option to send a notification for an incomplete task that is due "x" days prior to the due date - example: There is a task that is incomplete and due in 2 days. I want a notification sent to remind the task owner that the task will be due in 2 days. Is this possible?
Disable modul
Hello How can I disable the module that I have identified. I do not want that users would have seen him. This can be done? Thank you
Due By Date
Can the DueBy date or any of the other date fields be added to the incident template? I have an item set up for "Off-Boarding" an employee, I would like the submitter to be able to set the date which it needs to be done by without having to go back in after the ticket is created to set the date.
Not able to Mandate or Non-Mandate "Select Approver"field in Form Rules
Dear all, I'm trying to have the select approver depend on the item being set, but I'm not able to select this field. Some of the Items do require approval, while others do not require it, therefore this issue. Kind regards, JS
Service request - Submitter select approver for workflow
Hi Whats the best method for a submitter of a service request to be able to select the approver in one of the stages of a workflow. Have a large org and the submitted needs to select the approver depending on cost centers and line manager. Cheers
assign the right to the requester to chose the site
Experts, i want to assign the right to the requester to chose the site when opening new ticket.
Log On To Box on Home Page
Hi For the Log On To box , how can I default this to my domain instead of ---Choose--- Thanks
API
I have read all the API documentation and I can't find if it's possible to retrieve multiple requests. In my case I want to retrieve all requests that are either open, or unassigned. Is this possible with the API? Thanks.
AD related Question!!
Hi all, I appreciate your previous support, and i am here again with new question that i faced on SDP. So on a test environment, I’ve imported requesters from AD. By default the “Requesters Allowed to view” is set to “Show all their own request”. I need to change this to “Show all their site requests” but doing this manually for all requesters imported from AD is difficult and time taking. Is there any way this can be done automatically? Thank you guys for your time.
Problems in creating incidents.
Hi fellas! After upgrading the version of ServiceDesk Plus to the 9229 version, I noticed a strange behavior in the creation of incidents: By clicking "Add request", if during the loading of the page I click again, two different incidents will be created. If I click 10 times, 10 new incidents will be created. I'm not sure if this behavior occurs in earlier versions. Anyone going through this?
Notifying users when requests are not approved.
Hi Good day. Is there a way to let users know that their request was not approved automatically? when a request is not approved only the technician associated is notified.
A Form & Field webinar.
I really want to use the Form & Field portion for my organization but I have no knowledge of scripting. It seems like Form and Field is quite heavy in the scripting. It would be nice to have a webinar created that we can attend that gives some examples of how Form and Field is used. What is the process that goes into creating a good Form and Field template. How do you create these templates. Some general best practices. If I have missed this webinar I would love a link to the replay. Thanks.
generate passwords for users
HiPortal generates the password is the same as the mailbox. It can be fixed?e as a mail yaschik.Eto to fix it?
Purchase orders
Before the introduction of the purchase request and the redesign of the PO module, it was possible to search all PO's for the product. Now that functionality appears to be missing. Is there any plans to bring it back. Example: I would like to put windows server 2012 in a search box and see all po's listed where that product was purchased.
Change DB from PGSQL to MYSQL
Dear Support, I have already install ServiceDesk Plus 9.0 under CentOS environment, and want to use MYSQL instead of PGSQL for the database I have already follow the installation guide which run 'changeDBServer.sh' to change the DB connection But it show the following warning WARNING : Base table or view not found, message from server: "Table 'servicedesk.GlobalConfig' doesn't exist" Is there have any script file which can create the DB table under MYSQL such as "initPgsql.sh"? Could you advise
Request Closing - on set weekly schedule
Hi all I would like to schedule the request closing to a set weekly schedule so that at 6 pm Friday all resolved requests are set to closed rather than setting to close after a number of business days. I have seen this set in the past but completely forgotten how it was configured. Thanks
Password reset self-user through the portal?
Hello friends. Can not understand. The user can recover your password?
Specialist can change the visibility of applications for users
Hello Specialist can change the visibility of applications for users.users should not see the problem of other users and experts should not be able to change the settings. Now you can do it when you choose the owner of the problem. is this possible? Another question. Automatically insert your email in the field "E-mail Id (s) To Notify" - can not configure Thank you!
More Flexibility to Re-Open rules on Requester Reply
I'd like to have requester replies automatically reopen a ticket for a select period of time, but if the ticket is old enough start to open a new ticket. I understand this is currently available in Self-Service Portal Settings: When the requester replies through E-mail / Portal to the closed requests. Perform the following: Reopen the same request within 12345678910 days from closed time. Else, create as a new request. However I only get to choose up from 1-10 days. We're looking at a time period
Email to Notify Field- Update via Powershell/API
I have a powershell script that makes an API update via post to update ticket fields. For some reason I can't seem to update the "Email(s) to Notify" field via the API It looks like the name for this field is "emailcc" according to the API Documentation; however, when I attempt to update the request and add an email address to this field it doesn't seem to work, even though I can update other fields with the same script. Anything I need to do differently to change this field?
API & Attachments Summary
Hello! How i can get all attachments in request? I found this in https://intranet.wiki.zoho.com/MSP-SDP/XML-based-Rest-API.html But it not work :( I play around http://localhost:8080/sdpapi/request/<ID>/attachments/?OPERATION_NAME=GET&TECHNICIAN_KEY=XXXXX-XXX-XXXXX-XXXX but operation name "GET/GET_ATTACHMENTS/GET_ALL/etc" is incorrect. Without OPERATION_NAME and TECHNICIAN_KEY this does not work too. I need save all attachments from request - how i can do it? :(
A specialist who can create customer
Hi Friends. I want to create a user who will be able to create customers only. Is that possible?
Send Email notification to user when assigned to a group
Hi Everyone, Has anyone done this on their SDP set up I want to create a business rule that when a ticket has been assign to a group - user will be notify? Also have we add the variable first name on the request template? i would really want that as our naming format is lastname,firstname which make it really weird is i used $requesterName on the request template. Sorry for the 2 questions. Request template will be something like below -------------------------------------------------------------------
connect a solution to a request
I'm using the solution-database of se plus. But I need a link from a solution to the initial request. If I'm reading a solution I can't see which request is it based on. How can I find this?
Can headers be added to a change template in service desk plus?
I would like to build a template that have certain sections of the form separated by headers for the section. If this is a possibility can you please layout how to go about the process of building the header and inserting it into the Change Template.
Where to find agent version
How do I find the version of our windows agent so that I can enter it in the startup install script?
Login Log of Users
Hi dears I need to creat a report to know which users have been login to system with the time detail, how i can have this security report? Best Regards
Preventive Maintenance Tasks no working properly
Dear all, We use a several PM tasks here and the most are daily, they aren't working properly. We not did any change that can justify this issue. Thanks for your help. Regards, Felipe
How to change the local administrator password in services desl plus
Email Notification for Unassigned Task
I would like to be able to set up a notification for when an unassigned ticket is service desk pro (Version 9.2 Build 9226). What I would like is that if a ticket sets as unassigned for 2 hours that email is sent to managers so that they can address at that time instead of waiting to discover that the ticket has been unassigned at a later time. I do not know if this is something that is available, but if it is I would like help in setting this up.
Backup not include Attachement
Hi, I have moved servicedesk to new server but now this not include attachement. Any idea? I attach SDPBackup log
Auto Assign to Site.
Hi. I was wondering if you can automatically assign a site to a request which is being received via e-mail? That is, so the technicians will only see relevant site requests? Kind Regards, Öllvir Sveinsson
Downgrading from a full version of manage engine to the free one technician version
Dear All, I am wondering if you could help? We are transferring our day to day running to another manage engine instance from next week so will not be renewing our specific licence, however we would like to keep the existing version in a 'look up' mode for audit etc. I notice that you can have manage engine installed for free as a single technician, this would work for us. Has any one attempted to downgrade their instance to the free version to preserve the data in manage engine and if so do you
Opening tasks by script
Hi, Is it possible to open tasks by fields and form rules (by script)?
Mass reassign tickets
How can I mass reassign tickets to a different support group. As far as I can see I can only do 250 at a time however I need to reassign 1000's so is there an easier way to do this?
Field form Rule - change Management
Does the script function $CS.setDescription(""); work in change Management? I can't seem to change the text within the description with his technique like I can with the request based field form rules
Increasing height of drown down boxes
Hi, We've recently upgraded to Service Desk Plus 9229 and found that the drop down boxes have been improved. We have noticed that the reduced drop down box height requires that we scroll down it now, rather than have all options available in view. I refer to the Service Category box specifically. Is there a way to set or override the drop down box height in a request? Thank you
How to search for requests by requester?
In the advanced search is there a way to search for all incidents by a requester without having to pick the requester from a pick list? If you have 10 000 users, that's a lot of users to go through to pick the correct requester. Can I just type the requester name somehow?
Cannot load email reply from close request
When a technician resolves a ticket, the requester receives a close request via email. The requester can either close the request by selecting the close link or 'reply to this email to keep the ticket open' This reply gets logged to the ticket but will not load, when selecting the reply email the spinning loading wheel spins forever. Does anyone else have this issue? or can suggest a solution.. Many thanks Francesca
Deleting a Site
Hello, When i try to delete some inactive (grayed) sites it says its been used by a module. Documents says Requester, Asset, Request Template or Preventive Maintenance task can be associated and i checked all of them but there is not any association with. Plus i checked Work Hours, Holidays, Departments, Technician / Site Relations, Support Groups, Service Level Agreements, Business Rules and it seems not any association. How can i remove this sites from Site list? Best Regards,
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