Reply to ALL
Currently our helpdesk appears to be replying to all instead of replying to sender when creating an incident. For example "someone" sent an email to our support desk AND to a number of other external recipients. All of the people in the "To" received the acknowledgement of the incident, which of course had nothing to do with them and resulted in more heartache. It has happened on a number of occasions. Can this be set to reply to the sender only? Ant.
Is there a way to switch from technician view to portal view?
I manage SDP for my organization. As part of that, I write training documentation. I have to create test user accounts to log in and show changes, take screen shots, etc. Is there a way, or can I request, a toggle button that will switch a technician over to the service portal (and allow the toggle back)? I think this would be a tremendous help.
Showing aditional information in Requester Detail
Hello, is it possible to add/modify in any way the requester detail in the incident template? I would need to add additional information besides Job Title, Department and Contact number. Thanks!
Update subject with question answer
Hi, Is it possible to add a question answer to the subject line of a call? For example our new starter process generates a large number of tickets per week. All of the tickets have the subject line as 'New Starter Request' Would it be possible to add a variable to the subject line from a question i.e 'New Starter Request: <Starter Name>' so that it shows in the subject field in the requests views without having to open each ticket or edit it manually? Thanks
Backup Techs Functionality
Hi, We've set up the Scheduler with one Technician on Annual Leave and another as his backup. However, the one on leave still gets tickets to his name regardless of the config applied. I've read other forums stating that it might be related to SLA & DueBy, but i tried multiple scenarios and still get the same result, as if it's not taking effect. I'm using the latest build 9227. Any help? Thx. Khalil S.
Start/Stop SLA timers on response
Hi everyone, Does anyone know of an automatic way to change the state of a request when someone replies? We want to start implementing SLA's, but if they're going to be used as a measure of productivity/responsiveness, we need to be able to stop the SLA timer when a technician replies to the ticket, and start back up when the requester updates it. Otherwise, there can be the scenario where a technician replies to the ticket and the requester does not update the ticket for multiple days. Our low
Preventing group notification when ticket submitted is closed
We have email notifications to our technicians because they aren't always in front of the monitors when the requests come in. Often, we will take a ticket by phone and mark it as completed (closed) in the same step. I'd like to prevent a Group notification from going out if the request is added as closed or resolved, as this is an unnecessary alert. Is this possible? If not, may we have a feature request for it? Thanks, Adam
Display I Agree / I Refuse windo on service request load
Dears, Is that possible to create a custom HTML window in ServiceREquest On load Custom Script? I`ve tried JQuery, but with no success. So Later on I tried to just add HTML to Body, and it succeded, but all other field&Formd rules are not working. Can You please advice? Thank You
Unalble To Create Requests
Hi, Our test system has stopped working and wont allow the creation of requests (Through Service Catalog, Requests System etc.). When you submit the request it takes you to the normal page but at the very top of the browser (we get the issue in all 3) you simply get a red cross. Checking the source shows the following: This build is an early access for ServiceDesk Plus 8.2. Do not use this for Production environment as migration over this build is not supported.</td>
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New Request Creation through E-Mail
Hi, We're looking at moving our users away from e-mail usage and to use our portal more. At the moment about 25% raise tickets through sending an e-mail to us. Could you advise on the following? 1) Can the system be configured to only accept new tickets from specific mail addresses ? 2) Can the system response be configured separately for those raised through the portal and via e-mail ? (I am assuming this is limited to the Notification Rule "Acknowledge E-mail Cc users by e-mail when a new request
Ticket Numbering Starting Point
I know this question has been asked previously, but I don't see any good answers. Is there a way to get Service Desk to start using ticket numbers at, say, 100,000 instead of 1? How does the program know which ticket number to use next? If I create a ticket #99999 (perhaps manually in the database) will the program assign the next ticket as 100,000? Has anyone ever tried this? Similarly, I need to do this with POs. -gjaynes
Email requester when request is closed
Dear all, How to enable requesters to receive email notification when technician closes a request? Please note that under “Notification Rules” all requesters notifications are enabled (ticked). I'm using version 9226
Forest-Trust SSO
Hi, Is it possible to add a second domain's AD in another forest for SSO? The forest has a two-way trust. Thanks Adrian
Purchase Tab
When I go to the Purchase tab I am unable to see the buttons for "New Purchase Order" and "Delete". I noticed this in version 9225 so I upgraded to version 9227 but it did not fix the issue. I have tried with Chrome and IE. Does anyone else have this issue?
which Service Desk software match our requirements??!
Hi Experts and Gurus, we are an IT company who supply HP servers and Cisco network switches for different customers, then once we install the products, we support them as we have AMC ( annual maintenance contract) and SLA, we have around 350 plus customers, we have 12 techs, which solution from manageengine match my requirements? do i need MSP? do i need CMBD? do i need asset management as we have spares to cover the support for our customers to manage it? do i need service catalogue ? its confusing
How to remove "Jump to" OP/ADManager?
We do not possess, nor do we plan to purchase, either the OPManager or the ADManager. As such, the "Jump to: OP/AD Manager" icon on Tabbed sub-bar is irrelevant and annoying. Can this button/link be removed?
Email Command Not Working
Hi, I have been trying to get the email commands working with no success. The SR is created but it ignores all the commands My SDP build is 9.2 Build 9209. The System Log says "Though email parser is enabled, user : xxxxxx@xxxxxx has login, email subject contains parse string, there is no parseable keys present in the email. Hence proceeding with normal email processing."
Merge Requestors
Hey Is there a way to merge requesters. I am moving over to SDP and did a job ticket but didn't check the data first so some requesters on the old system was picking up email only and not display/First/Last name so they haven't matched up to the Active Directory requests. Need these merged so the tickets from the old system that was imported to show on there portal when they login. Running on ver. 9.2 build 9212 Cheers James
Deleting a Windows domain
Hello, We need to get rid of an old Windows domain that is configured in SDP. What happens when deleting a domain from the domain list? Will the corresponding requesters automatically be revoked or deleted? Or do we first need to manually revoke or delete the requesters before deleting the domain? Best regards, Demetrius
Differing working hours on weekends
Hi, Is there a way for having different operational hours on a weekend? My service desk operates 0800 - 1800 Monday to Friday and 0900 - 1230 on Saturday but I can only find the settings operation hours which sets all the days the same. Thanks Dan
Launching Boot Camp Aug'2016 - Incident Management
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Is it possible to report on original requester?
Hi folks, I've got a few issues I'm trying to solve here, and I know there are some limitations, but I'm wondering if there are some creative minds out there that can help me: I've got a phone system that sends SDP an email when a voice-mail message is left for the service desk. The email is always from voicemessage@mypbx.com (this is an example email address). Issue #1: I'd like to use email rules to set the Mode field to ServiceDesk Email Message, because we have a 15-minute SLA around VM messages
Some problems with solutions.
When we insert solution from Microsoft Word with pics into solution in Chome browser all pics don't loaded to SDP only black borders as you see on screenshot. What you think about it?
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus.
Remove emails from "To" field in ticket - non-existant email reply loop
Hi, A user opened a ticket via email with a bad address in the To field. This is causing a loop of me trying to close the ticket, the email bouncing back to the mailbox, and consequently reopening the ticket. Is there a way to strip out email addresses from a ticket?
How make service (incident) group in servidesk plus ?
We will make the service(incident) group like as below. Could you help me?
Can I know who did never login to SDP ?
Hi, I'm the admin of SDP in my company, and I need to know who of the users did not login before to SDP. Is there a way to know this?
Text Conversion & Formatting
Hi, We copy content from various sources into SDP, and find that some sources don't work well with the system and get interpreted as different fonts, sizes and formatting. Even when you do get it looking right, e-mails that get sent out appear in a different font and we're trying to make things look consistent on the system and mail. Could you advise what coding (XML\HTML) should be used when importing text into SDP ? I tried notepad but that was inconsistent, MS Word impacts formatting.....so is
Question about Servicedesk plus
Hi All , i got few question about services desk plus Free Edition 1. is there limitation of request create and requester on free edition ? 2. how to generating report by 1 requester only ? and show all the request of the 1 requester ? Thanks to everyone
Add_request with requestor and technician keys
Hello, I use the following script with two API keys - requestor and the technician. With technician key request performs without any problems with the selection of a set template "Заявка". Request: 10.239.88.16/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=510263CE-AC78-4E83-BFD9-BAA47095C7E3&format=json&INPUT_DATA={"operation":{"details":{"requesttemplate":"Заявка","subject":"Problem","description":"bla-bla","priority":"SLA 8"}}} Response: {"operation":{"result":{"status":"Success","message":"Request
Require group on assignment
Hello, I understand that I can require a group be selected on a template but I have run into an issue where technicians are assigning tickets to other people and not choosing a group. This is problematic because if that individual is out of the office, nobody else is aware of the ticket and it can fall between the cracks. It is also difficult for a supervisor to manage the queue if they are unaware of all of the tickets assigned to their group. Is there a configuration option where I can require
Copying data from one field to another - several thousand tickets
I have a need to copy the contents/data from an additional field set as a pick list to a new field set as a multi-pick list as part of a redesign of some of our fields. Since we are limited on the number of fields we can have and I can't lose the existing data we need to copy it to the new field and then be able to repurpose the field its replacing. This would require manually updating several thousand tickets. Obviously I'd like to script this so we don't have to touch each record. I believe field/form
Edit HTML on login page to set default domain
Is there a way to set the default logon domain for our helpdesk. It's a small step, but a lot of users complain about needing to select the domain.
How can I change "administrator" password? MySQL DDBB
Morning, I want to change "administrator's" password so what a need is MySQL script to do it and the steps to encrypt de password. Servicedesk Plus version 9.2 Thanks in advance.
LDAP Authentication
Hi All, Is there any document with an example for working and configuration of LDAP authentication in Service Desk Plus ? If yes please do share with me. If no can any one please explain it with an example ? Thanks Arjun
Trigger business rule when request is assigned to a particular group
SDP 9209 I have created a business rule which triggers when a request is assigned to our developers group. This works fine if the request is assigned using the template (ie by editing it). However the business rule is not triggered if the request is assigned from the request list view or via the Assign operations menu option. Any ideas? Thanks, Roy
Log Out/In lose domains
When I log out of SDP, they refresh to log back in, I enter my credentials but only have LOCAL AUTHENTICATION available. Prior to entering my username, the list is populated with the proper Domain Names. Why is this?
Tasks in non assigned Support Groups
Scenario: - 2 Teams (Team A & Team B) - 2 separate Support Groups with assigned Technician rights to only 'view Requests in Assigned Groups' - Team A receives requests that requires Team B to complete some work - Team A assigns a Request Task (under Team A's SG) to a Team B member to complete - Team B member completes the Task and closes the Task Question: Is it possible to prevent the Team B member from viewing the parent Request and only have access to view the assigned Task? Currently the Team
Service Desk Plus new logons are NOT working for web based forms
Please can I log a new prioritised ticket relating to a vulnerability discovered today. We are experiencing an issue whereby any users who are using desktop icons/links and have logged off from Service Desk Plus cannot log back on to the service. We identified that our Palo Alto Firewalls had a software update and has discovered an historic/old vulnerability from 2005 (see link below) http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2005-2006 It is therefore dropping/refusing any new connection
Where is the Response Time defined in Service Catalog SLAs
I'm really try to understand all of the time-based reporting, what starts and stops the clock, and how we implement SLAs against them. In mail-based SLAs, one is given the opportunity to define both a target Resolution Time SLA and a Response Time SLA. However, in the Service Catalog>Service Level Agreements, one is only given the options to define an "Agreed Upon Time." Aren't we missing the response time definition, or am I missing something here? Thanks, Adam
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