Control needs "focus"
When I get an email for CAB approval I open the link, click on “Recommend” under my name, a text box opens and I start typing but nothing appears in the box. The cursor focus does not move to the Text box, I have to click inside the box before typing Possible to have the text box have the initial focus on the control? Users have had this happen enough that they are complaining about it.
Change Management and Impact (Incident) reporting
I do not see an easy way of reporting on the impact of a change to a production system. The problem module handles this very well in my opinion, at a glance I can easily see who and how many incidents have occurred that are associated to a particular problem. Recent we had a production change that had a heavy impact upon the production environment. When I go to the change the only place I can see the associated incidents is in the history tab of the change and switch to Property View. That view
Change creator ofrequests
Hi Dears I have two requester that one of them create about 400 request and he/she has to change his/her department to do another job fields and I have to assign his/her request to another one(as a requester) to continue his/her work. how i can change all of the requestes of requester? I am using servicedesk plus 9100 MSSQL
Mail Notification Issue
Hi, I am facing an issue of mail notification from the servicedesk plus while creating and closing request. As suggested in the link http://kbase.servicedeskplusmsp.com/troubleshooting/2013/05/17/email-send-notification-failed/ i have checked the smtp server using telnet command and it's working properly. I am stuck up with this issue, If someone have the solution please help me. Regards, Rajesh Patel
SMS for Business rule broken after 9213 upgrade
We recently upgraded to the latest release (9213) and our business rules that use the SMS function are not sending anymore. They send emails, and I can use the SMS technician functionality in an incident so it's not global. Anyone else seeing this?
Search for additional field - numeric type
Hi there, SDP Build 9041 I've set up a new entry in Admin > Asset Management > Asset - Additional Fields: Type: Numeric Label: Req/Chk ID For some reason, when I search for numbers in that field, it brings up nothing. I have other additional fields set up of Text type and they can be found when searching for asset. I'm usin gthe Search box on the left-pane, just below the Assets section group. I've specified the Search in field as Workstation and Assets but both comes up with nothing. I can search
How do I automatically load the change requestor?
I would like to be able to automatically assign the requestor of the service request to be the requestor of the associated change request when it is first created. How to I do this?
Is it possible to add sub-types to the Server asset category?
Currently it seems servers are all lumped together in the Servers category no matter what type they are (physical/virtual). This drop-down shows Desktop and Laptop as the available types, but it appears you can't modify it and every server is automatically considered a Desktop: Basically what I am trying to do is make it so that everything that appears under the IT Assets section of the Asset manager is a physical item that has a serial number, asset tag and a purchase cost. The problem is all of
Rearranging request dependancies
I have a specific instance where the technician creating a request for another site is unable to create the proper dependency mapping due to role restrictions. Is there a way to rearrange the dependency of two tickets?
How do I load a pick list field from a CSV file or query at run time
Hi, I have several templates that utilize a department head pick list field. Because this list is quite dynamic at times, I want to load the pick list at run time by reading a file or even better, using a query. Can this be done, and if so, how? Thanks Dave
calendar/scheduler intergation
Is there anyway the calendar view from the home page can be made global so all technicians can see it and be used for something other then leave time. We would like to have a calendar view easily accessible where we can list product deployments, maintenance periods and planned outages. Is there any way this is possible in service desk or is there a free plug-in available to led to this end Karen
9213 change didn't take
SD-62385 : Inability to update a request, with a new Requester I still can't change the Requester in an existing Request. I can edit every other field under requester but not the requester name. Are there specific conditions that should allow this? MSSQL, build 9213
Does SDP have capability to scan attachments for infections while uploadin to help desk portal ?
Does SDP have capability to scan attachments for infections while uploading to help desk portal ?
Request Approrval workflow: turn off automatic email to approvers and fedback to requester
Hi, I would like to turn off the function of sending automatic email to approvers and feedback to requester regarding the stutus of their request thank you best regards Antonio
Community tab for tecnician other that Admin
Hi all, There is a way to hide the "community" tab for a technician that has not admin role? thank you very much Best Regards Antonio
Set all users as request approvers
Good afternoon, We require all users to be listed as service request approvers however as we have over 1500 requesters we do not want to go into each one and enable the tick box. Is it possible to change a global setting to enables all or run a PSQL cmd that will enable this for us? Many thanks.
auto login to SDP
Hi All the use case as next : The requester login to our web application with his username and password , there is page present all SDP's service templates names ( we retrieve service templates data using REST API ) , the requester choose one service template name what is the solution to allow requester go automatically to service template page on servicedesk plus system ? Note : our web application and servicedesk plus have the same database users ( Windows Active Directory ) Please help me Thank
hidden Services
hi, am try to associate one service to specify group after associate group to template the technician under that group can view the service and the Admin can't see the services after associate only technicians can view please help best regards
Change Browser Language by query SQL
Hi, I need to change the browser language for some technicians directly into Postgres Database, can someone help me?
Research and Development Features
Hi, I would like to know if service desk has any feature or plug-ins that will allow technicians to create logs/entry like in project module for research and development. We have enterprise version and currently we are using separate application to manage it. But if this is available then we can integrate it to change management and projects module which will be more beneficial to us. Regards, Rowell
Hello!!
I have a problem with my requests attachments are not displayed only on certain dates, i hope your support, please
Retrieving CC & TO from Email Request
Hi again guys... I did another ask yesterday, but I have a much more simple question this time. When someone sends a request to the help emailbox and has a bunch of people in the TO and CC fields, is there anyway for me to get those fields from an API?
Last Time Uer Connection
Hi Can you help us to create a Query that can show the last time users/technician were connected. SDP build 9213 Postgress. Thanks! FULL NAME User LastTime Connection Count of days from last login
Worklog Timer: Adjust or Negative amount
Have a technician that accidentally forgot to stop the worklog timer. Her "timespent" is now 53 hours and 19 minutes and it should be 26 minutes. Is there a way for an admin to either adjust timespent for a user, or enter a negative amount to correct? Please advise on how to fix Thanks, Dave
Services&Incident (Template Categories)
hi , how to add Services&Incident in the same Template Categories under All templet b default ,when I installed SDP 9.2 Build 2905 I find this feature before when restore the backup ,how can I add both Services&Incident thank you
Auto-set request status to open
Is it possible on the request to be set to status "Open/On-Going" again automatically if the requester replies to the request after we have set the request to "Waiting for respond" when we tried to contact the requester? Steps: 1. End user (requester) create a request and it will be automatically be set to "open". 2. Technician do something with the request and send back some information to the end user (requester) and set the request to "wait". 3. End user (requester) replies to the technician and
request does not fall under your permitted scope. so you are not authorized to update the same manage engine service desk plus
Hello just a quick note to inform you about the problem which i face regarding to below scenario scenario: group 1 : technician x (is owner) and some other technicians are member of this group group 2 : technician x (is owner) and some other technicians are member of this group other groups I have 2 support group that owner of the both group is one person. the person is the member of the both group too. the role of the owner (technician X) is All in group & assigned to him[Requests and Changes only]
Cannot add new business rule
Hi, I cannot new business rule in SDP.I have created and saved a business rule but rule is not appear. SDP 9.2 Build 9213
MSSQL install option missing
Hi, How do I get MSSQL install option?
Technician Site Variable does not get populated
When a technician is created and assigned to a site, the Site field within the Technicians' profile does not get populated.
technician list in task owner menu
Hi all, There is a way to limit the technician list in task owner menu? I find more appropriate if, in the task owner menu, a Technician has the possibility to view only the Technician that they are related to (maybe because they are part of the same group) and not all the others Technician available in the system. Thank you very much for your help
Converting incident to Service removes the Site value
Hi All! In most templates the Site field is set to "Not associated to any site". So when we do converting Incident to Service from some template and choose "Overwrite the incident field values with the template values" it overwrites the initial value by "Not associated to any site". Is there a way to keep the firstly entered site value? Thank Nikolay
trigger
hi, could you please explain Trigger feature and how we can Benefit from them and apply. Thank you
Ability for Requestor to view their Relationships
Is it possible for Requestors to view their own relationships? I'd like to be able to have my requestors be able to see this information.
Disable/Hidden Currency and Currency Symbol
Hi, is there any option to Disable/Hidden Currency and Currency Symbol from work log . thank you
procure SSL Certificate with time extension
We have procure SSL certificate under CAL licensed type. SSL certificate for two years. Now We need to renew( Date extension) the SSL certificate. What will be the step to procure SSL Certificate. As we need to extension the date only
Domain name
Hello, could you help me with the following question. I have a extra domain name but i don't know where it is comming from and i want to delete the domain. Also strange that there is a FW. before the doman name?
Set resolution field 'Update request status to' to be Closed by default
Hi, In the below screenshot, you can see on the resolution tab that there is field at the page bottom for 'Update request status to'. This is always at 'Open' by default...but I need to change it to be at 'Closed' by default. Where or how do I do this? Thanks, Kieran
Default Template for service requests
While there is a default template for incidents, how can I create a default template for service requests? Can I make a button that points to a service request template and add it to the service catalog screen?
Notify Change Owner when a Task is marked as completed
How can I generate some sort of change notification to the Change Owner / Change Manager for when a task is marked as complete in the Implementation phase. Ideally the Change Owner would get notified when each task is complete in the implementation phase and also a separate notification when all tasks are complete in the implementation phase.
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