Change Status
Hello, "Open onhold requests upon requester's reply?" is a good feature but it seem it has a bad limitation. Let me give you an example. We have an SLA set to resolve a request within 24 hours. We have a custom Status set "Awaiting Response" with Stop timer. A ticket is created by a user, ticket was replied and status is set to Awaiting Response. But, if someone replies after 24 hours, this feature will change the status to Open and it also breach the resolution SLA and makes the technicians
Purchase Orders - Edit email template?
Hi How can I change the Purchase Order email notification templates to include the PO Name instead of the PO #? Many thanks, Paul
can work with intranet application web form?
Hi, I am creating add new user request form in our intranet website and would like to send that request to service desk plus to the admin. I am not sure how it can work , Any idea or example? Appreciate your help. Thanks
Technicians unable to view or use service catalog templates unless they are a part of the matching support group.
Each or our technicians gets associated with a support group/s that relates to the requests and incidents that they will be managing. This means they can see all the unassigned request for their support group. Each or the service and incident templates is associated with the support groups which relate to the request details. Technicians who are not in the same support group as the template are unable to see the template in the service catalog. Requesters are able to see all the templates without
Is it possible to resize the "new incident" button on the home screen of the customer?
Hi all, My client need to resize the button "New incident" in the home screen of the customer view to make it more visible. Is it possible? What is the file(s) to modify? Thanks in advance. Rodrigo.
Change Subject Name Field for One Incident Template
Is there any way to change the subject field for a single incident template? I am working on a new hire form and I would like the "subject" field to read Employee Name instead of subject.
Group notification settings not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Default Custom Views and Column Selections
Is there anyway of you can set the default columns view in Custom Views for all users? I want to ensure everyone has the same setup of columns on display without having to setup this up under every technicians login. Also how do you setup a Custom View just to show Tasks? For example all Tasks assigned to the Engineers team. Version : 9.1 Build 9118
Purchase Order - Edit Email Templates
Hi Is it possible to change the Purchase Order email templates so that they include the 'PO Name' instead of 'PO #' in the subject line please? Many thanks, Paul
How to I block or stop a particular email address from replying to a ticket
We have admin staff who cc: external suppliers into emails, we would like to block individual addresses from replying and generating a ticket, is this possible
How can I import the USER of a Workstation trough CSV import?
Hi all, I need to import workstations with the user. What is the correct format of column "USER" to import the relationship with the workstation? The problem is field "User" because has coma "," and it is impossible to import by CSV file. Thanks in advance!!! Rodrigo
Can't see the tasks when technician is in a specific site
Hi, I created a role called "Role1" and selected the option "All in associated sites" in the "Technician allowed to view" section. I also created a technician called "Tec1" and associated it with this role. This technician is assigned only to the site called "Site1". This site is configured with the "Custom Settings" in the "Related Settings" section. Finally, after all this setting if this technician creates a task and open the tasks section, he can not see any task, even those created by him. He
SDP E-mails
Currently when an e-mail that servicedesk plus sent (new ticket, ticket notes, forwarded ticket, etc) is replied to the email is placed in the "Requester Conversations" part of the ticket. Is it possible to have e-mail responses added as a note instead? Thanks
Download all attachement
Dear Support, Please include an option to download all attachment. Not one by one. Also, Attach multiple files at the same time.
***request template - drag&drop field***
Dear all, we have a problem with the drag and drop fields "discription". We can no longer insert the following field in a template: “Description” (in german “Beschreibung”), see screenshot. It only affects the field "Description" all other fields work. I hope you can help me. Many thanks
CMDB - It needs some serious love - what do others think?
Guys, According to my opinion there is some additional work needed to make the CMDB really usefull. My critical view upon it, along with the suggestions: Too many default CI types There are a staggering 64 default CI types implemented, all of them cannot be hidden nor deleted. Make sure these can be hidden or deleted. The user should be in charge of what CI's he/she uses. Licensing should work independent of this. Default fields in custom made CI's When you create a custom CI without any additional
Problems import Users related in CI
Hi all, How can I import a "user related" in WORKSTATION if my users in SD+ are "Surnname1 Surname2, Name" ? As you see the name contains "comma" and is impossible to upload into SD+ using the CSV file? The names come with comma from Active Directory. User to import in CI : Name "ortega garcia, rodrigo" Thanks in advance. Rodrigo
automatic status onHold
I don't know if this option is already available: Is it possible to set the status onHold everytime that I answer to a request and also in every discussion under the ticket? And when a user answer back to me automatically the request will be update to Open status? So I can stop the SLA whe I'm waiting some info from the user Thanks regards
Data import mapping
Hi Does anyone have a link for a full explanation of all the CSV import routines? I can find some info in the admin guide for Requests but little else. I want to understand what each of the fields are in each of the import routines. Thanks
Technician / Requester Templates
Hello, Can I please ask, are you not able to set the description content / field selections to be different on the Requester template to what is selected on the Technician version? Surely this is the point of having the different versions? For example I want the Technician description to have technicial questions, and the Requester version to have more user friendly questions. I also want to set the default of the Mode field to be Phone for Technician and Web for Requester. However it does not hold
Replies
Hi, When user replies to an open request, SDP auto-inserts the text of the original request into the reply Description field. This is making user replies confusing as some will reply above the text and some will reply below it. The below is an example of what auto-populates the user's Description field when they click the "Reply" button... "Category : Training Description : Hi Maria, This is a test to resolve a user problem we're having. It's not you, I just need to "borrow" your account to
Creating new requesters
Hi, Just wondering - when we receive an email from an email address that is not associated with a requester, it creates a new requester automatically (even if there is an Undeliverable response). Is it possible that we can still accept emails (and create new requests) from addresses not associated with requesters, but not create a new requester each time? Thanks, Daniel Comley
Notification from Servicedesk plus
.Hi all, I've sent an email support to servicedeskplus-support @manageengine.com and still have't got an automatic email back. That's so strange to me. Anyone has the same problem? Thanks.
Technician Email on Indecent reply and ServiceDesk
Hi All, Is it possible to have the From field in a the reply template automatically put the technician email address in and not the generic email account?
Inactive sites appear in dashboard filter
Hi, Inactive sites appear in dashboard filter. This behavior is correct? Alvaro Translated by Google Translator
Delete System / technician conversation
Can i delete a technician conversation??? Currently, i can just delete requester's conversation on requests. Is it possible? Thanks SDP 9.1.1.2 MSSQL
Small Issue: Wrong Tooltip information of the delete button in a thread
(Post relevant to ServiceDesk Plus build 9117) Hello Only a small bug which leads to a confusion. To delete a message in a thread, the tooltip of the button says it will delete the request ;-) (see my attached document) Regards, Markus
Very slow when editing announcements
We're using SDP 9115 on Windows 2008 R2 and MySQL. When editing an announcement, it takes a good 30 seconds for the edit page to appear. When clicking on an announcement from the Home page, the announcement window popups up just fine. But, when you click the Edit button, it takes at least 30 seconds for the edit form/page to display. The change gets saved just fine, and saving it is quick. It's just very slow when initially editing it. Is anyone having this problem or anyone able to reproduce it?
capture the value of Requester field and append it to additional field.
Hi, Is it possible to capture the value of Requester Name & Job Title field and have it appended to another field? - Regards, Pramod
Number of Technician
Good day All, I have question we are using the ServicesDesk Plus standard. When I want to add another Technician I have reach my limt and when going to the licenses shows as follows. But on the website tells me the following: Standard Edition: Help Desk Only (Free Forever - Unlimited Technicians/Tickets/Users) Please assist. Thank you! Regards Gerrit
About Hotfix
Dear Support, When published updates? ID: SD-57945 ID: SDF-39210
Add software to PO
I'm trying to create a PO for new software. The software type is mandatory. Clicking on the icon to create new managed software only brings up a list of scanned software. How do you add a new software product?
I want to populate the Requester field - Site - based on the value of another field.
I am new to ServiceDeskPlus and am running into this issue. In my AD import, I don't have a field that would correspond to "Site", so I want to bring over the Location Code field from AD such as "AGH-1W". Then I want to say if Location Code is "AGH-1W", populate "Corporate" in the Site field for the Requester. Is this possible? If not, has anyone found a workaround for this? Thanks, Eileen
Cant delete Task Type in SD+
Hello! I am unable to delete a task type. The system displays the message deleted successfully, but the task type remains in the list. Can anyone help me? Translated by Google Translator Alvaro
Attach an email to a ticket...
Is there a way a user can attach an email to a ticket? Some times we get spam emails and in order for the datacenter to look at the header of the email they need it to be sent as an attachment.. Currently when users send us an email as an attachment it gets added to the body of the ticket and not as an attachment to the ticket. Is there a setting I am missing?
Incident Templates - Can I show different categories on different templates?
Hello: I would like to show different categories on the Facilities Incident template from the ones I show on the Application Incident templates. This way the user doesn't have to scroll through categories that don't apply to the template. Is this possible? Thanks, Eileen
CMDB synchronizing between ServiceDesk Plus vs Application Manager
Hi, Anyone uses CI and Relationship map sychronizing between SDP CMDB and Application Manager. What is the scope of managing CI in the feature. Please guide. Thanks
Field & Form Rules Reload Category
Hello, When we create a new request and the Group is being set to A, then the category gets a default value. But the Subcategory is empty... the values that are assign to that category are not displayed. Is there a why to reload the subcategory or something like that?
Setting the date
Hello! Who knows where you can configure the time to say Russian instead of "November" specify "Ноябрь"?
Merge Requesters
Hi, In our organization we have requesters who log on with AD authentication. In AD we set also their mail address and department. But many requesters have multiple email adresses which results in duplicated requesters. So when we have to assign a asset we see multiple requester names of the same user. Is there a way to merge these requesters? Kind Regards, Jordi van Oosterbosch
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