Automatic Reply to Request dependant on subject/content
Hello, when a user sends a request we often want/need to know if he/she has done/checked all the necessary things before. In this cases we reply the user and ask him if he/she has done those things. Is it possible to automatically send a reply with a certain template dependant on the subject or Content of th request. I know where to add the desired reply-template. But I dont know (if possible )where to set a rule like "if subject/Content equals 'XXX' then reply to requester with template 'YYY '"
Cannot delete site and department
Hello! We are trying to delete a department and its respective site but when we delete it, it become greyed out and informs us that site/department is used by a module. The name of the department and site is 'Assistive Technology' I have tried the following code below to delete a site, running a query in the ServiceDesk Database in the SQL Server Assistive Technology Site ID = 609 update Workorder set slaid=null where slaid in (select slaid from sladefinition where siteid in (609)); update Workorder
Assigning Problems to a group
Is there a plan to associate Problems with a particular group? For example, we could have a problem with our environment or with the application we sell. The group handling each type of problem would differ. Thanks.
Unassigned requests automatically assigned to Support group
I have tried everything that I can think of at this moment to have unassigned requests be placed in a support group. I have tried using business rules with all sorts of different rule combinations and am unable to achieve the desired results. Any suggestions? Thanks in advance, Adrian
Help configuring notifications
Hi, I'm configuring Service Desk Plus in my company and I'm having a problem with notifications rules. When I try to configure, I get this screen: I see four tabs: Request, Solution, Tasks and Mobile Push notifications. I just can modify the first: Request. I press in the other tabs and nothing happens, I keep hung in the first tab. I use Internet Explorer 11. Can you help me to access the other tabs? Thanks
Requester details auto filled when a requester is a technician
Hi all, I have a question... when a requesters make a request the fields of "Requester Details" auto filled. when a technician make a request this doesn't happen How can I do this? Thanks a lot, Davide
Assigning tickets
Hi, let me start by saying sorry if I'm being thick with this question, but in ServiceDesk Plus when you assign a ticket to a technician is it possible to add a note at the time of assigning? I know you can assign then add note and email technician but it'd be so much simpler to add a note at the time of assigning the ticket.
import "reporting to"
hi guys, I can import users by LDAP including Job title & Department Name, but "reporting to" field is empty. How can I set the LDAP?
Incident Button Mapping
Is it possible to map the New Incident button to a different template other than the default template? Chris Bailey
Advanced Search list order
Hello, On the Advanced Search screen: Is it possible for the Select Column list items to be displayed in alphabetical order? Thanks, Daniel Comley
ZenDesk Migration
We are looking at alternatives to ZenDesk and wanted to know if ServiceDeskPlus allows us to migrate our current tickets from ZenDesk into it?
Logon failure log ServiceDesk Plus
Hi, Is there any way to see the users with logon failures in SDP? Regards.
SDP Certificate migration
Hello to all, we are going to migrate our installation to a new server. This installation has a certificate for https and we would like to know if a full backup will copy this certificate. Thanks in advance
Printer Tracking
Hello, Currently we're tracking our printers by manually adding the information into ServiceDesk. Soon we will be moving our printers over to asset scanning. Before we do I just want to verify the criteria that the asset manager uses to identify printers. Just as workstations are tracked by the registry key based on workstation name, are printers tracked by the name, serial, IP or asset tag? If two printers are scanned with the same name (ie. default manufacturer name) with different serial numbers,
For SOX Audit purposes – need to track deletions for Requests or Changes
In order to meet our auditors specific request, we have been asked to provide a report showing all deleted incidents/requests and changes. I understand SDP does not provide this as once a deletion has occurred, that ticket is forever lost. Is there a plan underway to archive all deleted incidents/requests or changes in a manner that I can report on all deleted incidents/request or changes after the fact?? Or, is there way to report on these now? Thanks, Jamie
Migrate ServiceDesk Standard to Professional
We have in production service desk plus standard edition, and we bught the prefessional editon, is necesary make a fresh instalation, or we can put the new license on the actual instalation??? Regards Enzo
Bulk change "Requester allowed to view" and/or set user default
Hi, I'm using AD import and I'd like to set it so that ever user imported has "Requester allowed to view" settings set to "Show all their site requests" automatically. Is there a way to make this set as such upon import. In addition is there a way to bulk change this setting for the ~490 users I have already imported? Thanks, -Chris
CMDB API - Query Workstation
Hello, I'm trying to develop a web application that will accept a workstation name and allow me to return a list of possible matches. Then, the user can select the appropriate match and edit a UDF on the workstation. Basically, my company is looking to use this to accomplish a mobile inventory task and associate room # (UDF). So....I have verified that the Servlet API works just fine for updating the UDF and actually got that static HTML page up on a webserver and working very quickly. Now however,
Modify HTTP 404 Error
Is there a way I can modify the 404 Error page. We are cutting over from our old HelpDesk system to yours. I plan on pointing the IP address in DNS of our old sever to the new server so the old links will route to the new server. Problem is when doing so, the old links will issue a 404 error on the new server. I would like to modify the 404 page or have it somehow automatically redirect to the default page for the user to sign-in or better yet for single sign-on to auto authenticate the user.
Converting .cer SSL cert& a key store to PFX
Is there a way to convert a .cer SSL cert & keystore to a PKCS#12 (PFX) with the keytool.exe in C:\ManageEngine\ServiceDesk\jre\bin ? I need to convert my current certificate to PFX format but my CA (Symantec) does not provide certs in PFX format. I read that OpenSSL can do the conversion but I am not sure if ME ServiceDesk Plus uses openssl or just the keytool. Please advise. Thanks & Regards, Winston
Solved tickets with survey results
Hi, We want to receive a weekly inline HTML mail with all our solved tickets of that week with their survey results and SLA Time Exceeded. Where it needs to be sorted by “ Priority ” and sorted by age – from old to new – at “ SLA Time Exceeded ”. We currently use the query below. SELECT sum(sadt.RATING)/(count(sadt.RATING)*(select count(SURANSID) from surveyanswers))*100 "% Rating" , max(spre.COMMENTS) "Comments", max(std.statusname) "Status", wo.WORKORDERID "Request ID", max(pd.PRIORITYNAME) "Priority",
Configure request
Hey, I would like to configure a sort of workflow which is changes based on specified criteria in the self-service portal. For example we have 4 different options to choose from: - iPhone 6 - iPhone 6+ - iPhone 6s - iPhone 6s+ As seen below I made a drop down list with the available phones. Now I would like if they choose iPhone 6 they can choose for example the 8, 16, 32GB model after choosing they get a new field with the available colors for that model. When they choose iPhone 6+ they can choose
Cannot remove all tasks on a Request
We created a Service Request template with 3 tasks. By default, SDP enables all tasks, but gives an option to clear the tasks at the bottom of the form. I create a request using the template and Add it. I then reopen and Edit the ticket, clear 2 of the 3 check boxes and Update request. This works correctly, as the corresponding tasks are removed when I go to the Tasks tab. However, if I Edit and clear all 3 fields and click Update request, SDP behaves as if I had all 3 check boxes set, and shows
auto notify email if a request does not have an update for X time frame?
Is there a way to set this up, so that old tickets with no activity can email out their status, so that a technician can either close them or address accordingly? If there isnt anything in the application that can do it, is there anything we can setup on the server box itself, to check a database value, or whatever would represent that a request has been dormant for a certain time frame? the pseudo code might be something like this. If "value" is > 3 days, then email $technician or $supportGroup
2 not so big improvents that makes ServiceDeskPlus so much more usefull
1. The notes field in a request should be full featured like a resolution (with possibility for pictures,fonts, etc) 2. There should be 2 resolution fields : the existing one for the requester and a completely simular field only for technicians (also full featured like the existing resoltion field)
Notifications and Resource Info
Custom forms in the Request module contain 'Resource Info' details -- is there a way to include these details in an automated notification. For example, when a ticket is assigned the technician notification contains the request description and the resource info (checklist, checkbox, etc.)
Change wording on notification alert
Is it possible to change the wording that appears on the notifications drop-down menu? We have changed the wording in our notification rules (Admin > Notification Rules) but the wording does not appear in the notifications drop-down as above. Do we need to change this separately? Thanks, Daniel Comley
Site List - rendering Exception
Today I rolled out our production site and updated to 9114. Database is Postgres. I'm getting a rendering exception when I view Sites the headings are reversed. Where is says Regions it should say the names of regions (North America, Europe, etc) but instead it has the Site names.
Outgoing mail sending bulk
Hi Team, I have the following problem, I have 90 technicians, when assigned an email request to a group of technical (40 technicians ) , exchange mail server detects spam mass mailings . It is possible to adjust the application ServiceDesk Plus for outgoing mail , sending 300 e- mails in one minute ? I await your response Marcelo
Assign a request to 2 technicians simultaneously
Hello, How can i assign a request to 2 technicians simultaneously. It is possible? thanks, Joel
Additional users field
Good morning, Is there a way I can add another field where you can search to add a requester? The same as the 'Search Requester details' for 'Name' under requester details. An example of why I would use this. The requester would log a ticket for a leaver in their team. I need the manager to be the requester and the leaver to be in the new field 'Leavers Name' but able to add the leaver from a search box. Hope someone can assist. Regards Adam
Custom status and custom views
Hello guys, Follow along for a problem here. We have a list with "Views" and there is a list with "Custom views". The "Views" (left side in the image). We use mainly the "Open requests", "Requests on-hold", and that's it. We should be able to remove al those we do not use from this list. The "Settings" button is actually a 'Custom Views' module in which you can create views you create yourself. There is clutter and there are several issues with the way this is handled: It is named wrongly: it should
Automatically creating work orders
currently we have out system to create a work order anytime someone emails our helpdesk. Is there a way to flag key words so that work orders will be made in a corresponding template or assigned to a specific technician? if not is this a feature you can make happen?
What reports do you use?
We have now been using our SDP in production for 3 months and I am at a standstill on what data I should be looking for to establish baselines. I am trying to get some information about how the software is being used by our users and how well our technicians are responding. There is so much data to dig through I just now quite sure what I should be looking for. So I wanted to ask other users of the software what types of reports do you use to measure your help desk success and which KPI's do you
Email timplates / Reply to a request
Is there a way to change $RequesterName , to only display the first name? Here is my example test. Technician assigned to you at the moment is: $Technician Hello $RequesterName , $EmailSignature
Installing Linux version?
I have found diverse information Linux installation, there is a specific version of linux operating with 100% portability. I was installing it in Ubuntu 14 EC2 server by initializing /etc/init.d/servicedesk but problems arose, the Kali Linux install achieved smoothly and works well. Which version do you recommend? saludos!
Question about importing Department data from AD
Hi all, Before I started at this company the Departments within ServiceDesk Plus were created manually and members of staff were added into these created Departments manually to. I now want to start doing this automatically. We have a scan on the ServiceDesk which is run everyday and imports any new or updated staff from AD but at the moment the Department option is unticked. We have been going over AD over the past week to make sure that all the department names are uniform so that when this is
How to disable change status notifications
A recent update of our ServiceDesk software introduced new functionality that is not desired. When changing status on a change, immediately after going to the next status a popup window displays summarizing the changes. How can we disable these change status notifications?
Remover "Catálogo de Pedidos"
Default views (requests and tasks)
Hello, We have had a query within our business if it's possible to set a default view for all technicians within Requests. For example, a standard set of columns to display when technicians access Requests or Tasks. Currently, each individual technician needs to add the columns they want - but can this be set centrally so these columns appear for all technicians? Thanks, Daniel Comley
Next Page