Approval Procedure & Change the change of Information during the process - Question
Dear Support, We have designed a Request form with approvals. The approval setting is set to: All approvers must Approve. What we have discovered is that if 2 approvers have approved and the 3rd one see an error on the request and change/correct it, it does not reset the previous approvers and just continue. This can be a problem as the previous two approvers has approved it on the 'wrong' information. Any ideas how we can fix this? Regards Albe
Unable to send request to email that out of the domain.
Any idea of what should I do? Appreciate it much.
Notifications Template
We modified the template for our Technician groups to get the site in the subject line $Site. We currently have Two regions, doesn't look like it's possible to add $Region. Is that something that can be added?
Publishing Servicedesk Plus MSP via Azure application proxy with Azure authentication support
Hi there, Im just wondering if there's any way that I can expose my On-Premises Servicedesk Plus MSP via Azure application proxy with Azure authentication support? Please help. Thank you. Regards, Jo
General - Translations "Workstation" to "Clients"
Hi, I am working with the CMDB and need to modify the " Workstation " tag for " Clients " I tried updating the tag by using the Find and Replace option but is not changing the tag I need, can you please advice how I can do this, I already restart server and other fields are indeed changing but the one I need. Thanks,
Clear data
Is there a way to clear all the ticket data from the database after testing before going live?
Changing Software Bitage
Hi, We have the 32Bit SDP Client and would like to confirm the processes for moving to 64Bit. Is it simply, Backup, Uninstall current client and re-install as 64Bit ? Would a Restoredata be required ? Regards Andrew
Custom trigger variables - Script Template
Hi, I need a script to send an email to some customers when request status is "Closed". I'm trying to make this through custom trigger and it's works very well, but the variables don't work.No one. I'd declare the variables in"Script file to run" field, in Custom trigger menu, but dont't work yet. My script language is .vbs Does anybody has some script to send e-mail passing SDP arguments? Does ManageEngine has some script template to do this? Thanks SDP 9.1.1.2 MSSQL WinServer 2008
Configuration Migration from SDP Enterprise Edition to Professional Edition
Hi, I done a POC with the customer for Service Desk Plus Enterprise Edition. After the success of POC, we bought the Professional Edition License. Is it possible to use the same server or i need to install a fresh as professional edition and whether i need to reconfigure everything or i can migrate the configuration from enterprise edition to professional edition. Thanks, Ramesh
How could i remove the site 24/7 account linked to Self monitoring service for SDP
Hi, How could i remove the site 24/7 account linked to Self monitoring service for SDP to add another one? Regards.
Installing certificate not working
hello all, i'm trying to install SSL to our helpdesk web, and it fails with the below error My steps are hereunder: step 1: keytool -genkey -alias helpdesk.xxxxxxx.com -keyalg RSA -keysize 2048 -keystore sdp.keystore Password: xxyxyxyxyx *.xxxxxxx.com ( we use wildcard cert) step 2: keytool -certreq -alias helpdesk.xxxxxxxx.com -file keyshimy.csr -keystore sdp.keystore step 3: download th certs.zip from digicert site step 4: keytool -import -trustcacerts -alias root -file TrustedRoot.crt -keystore
Permission needed for the service account on AD
Dears I will begin the implementation very soon. But on the requirements sent to me from the vendor, they are requiring Domain admin account privilege for the service account. Is it correct?
Different acknowledgement rules for different customers?
Is is possible to have different acknowledgement rules based on the sender? Let's say I received an incident from my VIP customers, instead of sending them Your request has been open with this ticket ###. Let's say: We have received your request ## and we will treat it with high priority.
Bulk delete pending approvals
Is there a way to bulk remove a list of 200 pending approvals? Possible through a SQL query?
Problem using chrome
Hey, I recently upgraded my google chrome to version 53.0.2785.116. When I search for an asset and want to view the depreciation details I can’t set the schedule to monthly. It keeps at annually when I click the monthly button. When I use Internet explorer or chrome version 51.0.2704.84 I have no problems. I also reset my browser settings without effect. Kind regards, Jordi van Oosterbosch
approval request before close
hi, is there any option to force technician to take approval form his manger before close the request, example: end user submit new request need new workstation ,after assign the request to technician and make survey for site and every thing ok ,should take approval form asset manger before close the request therefore need an option to select some services will not close until take approval from manger . thank you
IsEscaleted
Hi, I'm trying to understand what is this field.. what it means? I'm exporting / using it to ZohoReports. Thanks,
Update active direct information on Service Desk Plus
Hi Team, How to update the active directory user information without keep old records on service desk plus? Note: I keep seeing old records that don't exist on AD anymore. best regards. Eufrasio Miguel
SD-63708
Hi guys, I find the SD-63708 in SDP-Known-Issues and the estimated date is Aug 31 2016. We have the same issue. Has the issue been fixed ? Thanks.
Can I get projects and tasks from ServiceDesk by API?
Can I get projects and tasks from ServiceDesk by API?
Quickie: If I select “Notify requester when a request is assigned to a technician” will it notify when re-assigned as well?
Quickie: If I select “Notify requester when a request is assigned to a technician” will it notify when re-assigned as well? Thanks!
Template
Hi, I would like to change the content of the template (exactly this notification: Notify PO owner and approvers when a purchase order is approved.), but from the database level. Please let me know, where can I find it in DB, in which table?
What happens to a delete requester?
Hello, What happens to a requested that gets deleted? Do tickets get re-opened?
Field and Form Rules - fail when user submits incident/request
We are looking to combine several Incident Templates into a single template by asking the user to select which system they are having issues with. Once they submit it we want the group to be assigned according to their selection. The problem we have is that the Field and Form Rules don't work if the requester doesn't have access to the group field when they fill out the template. Is there any way to fix this? Adjust a Role?
Add new tasks on closed requests?
Hello, Why a technician can add a new task on a closed request? Is posible to prohibit this behaviour? Thank you.
Limiting requester to someone in SDP
When one of our users is using the self-service portal, they are able to enter any name into the requester field. Is it possible to limit that name to someone already in SDP? This issue is that they may be using the incorrect convention (we use lastname, firstname), and people may enter firstname lastname and it then creates a second SDP account. Thank you, ADam
Delay Job until X feature?
Hello is there a way to delay a job until a date for example. When a user leaves, i receive an email, and it then sits in the helpdesk until i can delete the user, sometimes weeks, is there a way to hide until X?
Service request rules®ulations in service request window
Hello, Is that possible to add some service details for end user on service request screen? I want user to read and agree reguilations by creating the new request. Thank You, Peter
New Limits on Reports
Greetings, I noticed in the newer versions reports have been limited to prevent overloading the system. However, occasionally it is necessary for us to run very large reports. Is it possible to temporarily remove the limits or bypass them in some manner? For example, in an Audit we are required to provide details on every ticket for the past year. In our system this would require us to run many more reports to gather this data as this is about 50,000 tickets. Note : Application might face stability
Business Rules
Quick Question - Can business rules or another method be used to automatically close tickets on a set date when they are created through Preventive Maintenance ? We have days when the tickets we raise each day simply can't be resolved as staff are not in (Xmas) and we're looking into how we can get the system to close these automatically...Any ideas ? Andrew
Requests pending my approval
Hi All, How can I configure the system or create a new custom view so our requesters can see a list of requests waiting for their approval. The same view as technicians have - Requests pending my approval. Thank you Nikolay
Redundant server
Is it possible to create a SD+ redundant server?
Is it possible to add 2nd PO approver level by default?
Is it possible to add a second approver level by default so that the user doesn't have to click the plus everytime to add a level?
Software > License Agreements > Add New License Agreement - Permissions to add manufacturer
The process of adding a manufacturer when adding a new license agreement; is that limited to administrators only?
Technician | Adding SDAdmin Role
Hello All, I have a technician who I would like to add the SDAdmin role to, however when I go to the technician, and click on "Enable login for this technician" I am able to choose Enable Custom Privileges and choose SDAdmin, however the page is also showing Login Name / Password / Retype Password / Domain. I do not have this users login information and don't really want to ask him for it. How do I get around this? What am I missing? Jeff Day
Task condition in workflows
Is there a way to include an IF condition in a task workflow? This can help drive the creation of tasks when implementing service requests. Is there a workaround for this that someone can suggest?
fileAttachments folder - Access file attachments over network
We are doing a server migration and the bulk of what needs to be moved is over 300GB in file attachments. My thought was to create a symbolic link to the fileAttachments folder on the old server so that the application could still read those files while we are copying them over to the new server (which could take several days). I tried this, however I cannot start SDP once the link (labeled the same - "fileAttachments") is created. The services crashes right after starting. When I take way the link
Is it possible to approve a change request with email commands?
I have a change manager that has requested the ability to approve changes via email, as he has started traveling to other locations and is not always at his PC, but does have email on his phone. I know it is possible to modify request via email, what about the changes?
dbo.errorlog growth
We have now encountered issue where the database has grown by 4GB in the last few days, after examining the top tables dbo.errorlog has 6,419,475 records and is 5gb in size, Data usage is now at 1gb per day and we are running out of space Can you provide some assistance with this issue . System log reports the following com.adventnet.persistence.DataAccessException: [CIRelationships] Exception occured while inserting rows Current version - 8.2.0 Build 8200 MSSQL 2012 Many Thanks
First response timers
Folks, We're starting to depend heavily on our first-response timers to ensure quality of service. From my understanding, the timer is stopped using three methods: 1) When a reply to the requester is made via the reply button on the ticket. 2) When a worklog entry is made and the (consider this first response button is checked). 3) When the time is stopped manually (privileged). My question has is around the second option, the work log: a) Let's say my tech is calling someone to work on this issue
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