Skype for Business integration
Does ServiceDesk Plus have the capability to integrate with Sykpe?
Notifications are not being sent for Unpicked requests
we have approx 20 sites and usually only 1-2 technicians associated to each site, and when a case is raised it is automatically assigned to the site the requester belongs to. I am trying to find out, if the case remains unpicked for a set period of time, how/when will a notification be sent to all technicians associated to that site? So far there doesn't seem to be a mechanism for this, and I have been told that I have to create a "support group" for that site and then add the technicians, I have
Notification for Change Management
Hi, I would like to ask where can I edit a specific notification for Change Management. This notification is used for changes in the status like sample below : The Change Request ID: 8 initiated by <change owner> has been successfully reviewed in the Review Stage. User Comments: Done as planned. Change Request Overview --------------------------------- Current Phase: Close Stage with status as In Progress Title: Category: Sub-Category: Item: Scheduled Start Time: Scheduled End Time: Description:
How to add just a label to an Incident Template?
Hello. I would like to add just a label to an incident template, without the text field. How can I achieve that? If that is not possible, how can I disable the text field from editing? I tried to play a bit with the properties of the custom fields, like disabling "Requester can set" but no luck. Thanks for your help. Cheers.
asset inventory update
Hello How to force ServiceDesk Agent to push data to the servers asset inventory? During initial setup or after system reboot, agent is sending information. If I am making just service stop/start no information is sent and no farther data is posted to the server. In the log there is only: [10/12/15][17:54:52][AgentUtil.cpp][63][INFO][2772] ::ExitCode is 0 and return. [10/12/15][17:54:52][AEAgent.cpp][489][INFO][2772] ::The command executed successfully. [10/12/15][17:54:52][AEAgent.cpp][483][INFO][2772]
Emailing within email client creates new request
When technicians reply to a request within their email client (Outlook), SDP creates a new request. I want to APPEND the email reply to a ticket,not open a new request. Technicians often have to respond to requests from their mobile device so this is a pain since an email conversation will generate many service requests..... How do I configure this in SDP? I know other service desk applications offer this basic configuration feature....
Resolve incl. file attachment
Hello, when I forward a solution per mail there is a button to attach file(s). Is there a possibility to attach files when I resolve a ticket? And is there also a possibility to add additional meil-recipients (cc)? Greetings Michael
Modify the default template
Hi Is it possible to modify the name and description of the default template? I also noticed that the translation is not correct and it changes if you use another browser, example: On IE and Firefox "Default Request" is translated to "Nuovo Incidente" (new incident) on Chrome is translated to "Nuova Richiesta" (new request). thanks Stefano
Asset scan changes product name
Hello, I have a very very frustrating problem with the asset scanning. For example: I have a switch product PowerConnect 6248. I create a new asset under switch with Name\IP\serial number\product name. Then i scan that product and the product name changes to Dell PowerConnect 6248 instead of PowerConnect 6248. Every time i changes that name the asset scan changes it back. I don't want that. why is the asset scan doing that?
Cannot edit notes for request/incident by external programming.
HI, We are also working on it. I need some help regarding 'note' field. We need to concatenate the newer message to the existing note. But I am unable to find the particular note. Is there any Note ID for each note ? If there is Note ID, then how to retrieve it ? Please help me. Thanks.
Can not delete a priority
I'm using SD plus 9.1 build 9107 and under 'Admin/priority' I have a list of priorities and I want to delete one of them that we no longer use. I can select it and click on delete and it says it was deleted successfully but it remains in the list continually. What can I do to permanently remove an unwanted priority? John
Variables to pass to Custom Trigger
I have created a custom Trigger that i would like to pass the $RequesterMail variable to but it's not working. I notice that when i pass the $Requester variable it needs to be in all caps ($REQUESTER) or it will not pass, so i tried using $REQUESTERMAIL but that results in the scrip receiving "User NameMAIL" instead. Is there a list of variables that can be passed to custom triggers and if they are case sensitive what case they need to be in?
set the change roles rule
hi I find the "Option to configure Change Roles in Change template" in roadmap . And I have an idea about the change roles. The Person who reviews the tasks Should not be the Person who implement(s) the tasks. Can I set the rule in change closure rules 'submit stage' ?
Technician Able to View the Requester's '"To" and "Cc" Fields
Hi We have approximately 200 users who submit their helpdesk requests by email only. This works fine most of the time, except when the requester includes or cc's other individual staff or a group mailing list. In some instances, individual email addresses are invalid because that person has left but the requester may not be aware. Also, when the requester includes a group mailing list, technicians are unable to close the request because they are not part of that particular mailing list. Is
Any Change Managers using SD+ in Yorkshire (UK)?
I have recently been recruited as a Change Manager in Halifax (UK). As I am new to SD+, I wonder if there are any established SD+ Change Managers who I could visit to see their Change Processes within SD+. Many Thanks
Save button template does not work in requeter view
While trying to set a template in the requester view and while trying to save the changes the save button does not work, I wonder if there are ways to fix it.
Question about Scanned Softwares
Hi, The servicedesk plus have a option in Software Topics that have all scanned softwares in computer. My question is about the software licensing. Please follow the situation: This software "7-zip 9.20 (x64 edition)" is classified as Freeware but it's reported like Under Licensed. Question: 1) All softwares must have the license registered in "Software Licenses tab"? (Excluded / Freeware / Managed / Prohibited / Shareware / UnIdentified) Example: The software 7-zip 9.20 (x64 edition) is installed
blocking recipients
I'm wondering what others do for this issue: We've tried to train our users to send requests to our service desk via email (and only to the service desk), but what ultimately happens is that they send a request to the service desk and then cc or includ in the to: field 100 of their closest friends and half our development team. Then those friends and developers all start replying and before we know it we have 20 people working on the same issue and a ticket that is filled with volumes of email updates.
Linked Incident Request Control
Currently when you link multiple tickets all pertaining to the same root issue, you can add a resolution to the main incident and SDP gives you the option to apply that resolution to all of the linked incidents. The problem is that when you select the drop down to update the status of the ticket to "resolved" it only changes the current ticket you are viewing and does not update the status of the other linked incidents, so you still have to manually view each of the linked incidents and change their
Microsoft Per Core License
I am trying to figure out the best way to add a Software License for a vendor that is licensed per core. I want to be sure that we can distinguish between per core and server/cal licenses. Any help or tip would be great. Thanks
Not all notifications are working
I have configured the technician to get an email when the requestor sends in a reply - this notification does not work. Please advise Wil
Email the Technician leaves no trace
Good morning, I don't know if this is an issue or just how the system is designed, but... When I am in the request detail view, if I click on Reply and then select Email the Technician, I can send an email to the technician assigned the request. However, after sending, I do not see any record of that email; it does not appear in the conversations, and there is not record of it being sent in the History. Is this normal? Diana
Manage Engine Service Deks Plus License
We have now a Plus License working for 1 year. Whats after this year, will the license auto-renew ? Thank you for short Reply.
Purchasing using PO System - Real World Use
Here's a newbie question, folks, We're just starting to use the Purchase Order module. We request a quote (let's say this is for a server), and we get our list of the 60 components with their itemized pricing. We then have to make a PO. Do people just make a product with a "build name" and give it one cost or do people actually break down the components individually? Also, once I receive it, the system will scan this into corresponding components anyway, correct? We don't really have any
Multiple Installations on same server?
Hi there, We currently use SDP for our tech department help desk and are loving it. We would like to setup another installation of SDP for our maintenance department. They would have a fundamentally different ticket system, layout & setup, but from what I can tell, SDP would still work perfectly for them. My question is whether or not we can have to separate installations of SDP on the same server? Obviously they would be installed in separate folders and have separate licenses, but would there
Any way to customize the menu's
we are looking at trying to simplify the menu to items that we need and leaving everything else out. Can we do this? Thanks
Merging Sites
I've started a new position and they use Manage Engine for support tickets. Over the years someone has created multiple sites in the system for one locations. They are all the same place but with slightly different spellings. Is it possible to merge these multiple sites into one? Regards' Marshall Varner
SD-59278
I was hoping to get some sort of update on this as it has been an issue since before April (Build 9030) and still hasn't been fixed. Would be nice to be able to add our IP Phones to ServiceDesk but we still are unable to do this. An update or fix would be nice.
Show all their Site requests for all requesters
Hello is it possible open access to view all requests for all requesters? I know what this can be done individually for each requester ______________________ "Requester allowed to view: Show all their Site requests" ______________________ and how to do it for all requesters? Thanks
Checklist
Hello: We currently use Spiceworks and I am testing out the Standard version of Service Desk Plus. Spiceworks had a checklist feature that we used for discharged or new employees. The tasks in SDP are too complicated and I was hoping for simple method of checking off a list such as account created, mailbox created, erp access, etc. Any ideas Thanks Wil
Has requester acknowledged the resolution?
Hi Dears Is there any way to ask requester is he/she accept the resolution? for example after closing request the question asked him is he/she accept it? right now just technicians check that he/she accept it or no but i want that requester accept it.and its better to requester give mark to technicians responsibility. Best Regards
How to expand "Milestone" body detail?
Hello all, Can anyone help with this? I have the following issue: I have created a proyect and a milestone for it. However the body of the comment is very narrow. Is there a way to expand it, so, I can insert a big picture in it and share with other participants? Attaching a pic. Thank a lot!!!!
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking
Hi, Yesterday I got an error in SDP+ and the application got stuck. I only found out this morning as It happened after working hours. I restarted the server this morning and everything went back to normal. We are version 9016, MS SQL server on the same server. Windows 2008 R2 - SQL2008 R2 Here is the message in SDP+ log file: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException:
Editing Pick List field after creation
Hello All, If we create a new incident field and choose 'pick list' as the type, we can add values, however once it's been placed on the form, there doesn't seem to be a way to modify the list. Is there a db table that we can update, or do we need to create a new control each time if the pick list values change? Thanks.
Missing Field in Field & Form Rules
I'm missing some fields in the rules, like Description and Resolution. Is the a way to set those field?
Where has the work log tab gone?
Have just applied the build 9108 and the work log tab has vanished? We can add work logs to tickets and see that it has been done in the history of the ticket but without a work log tab, are unable to view what work was done?
Send Email Upon Submit
I have a request that is forwarded on to a 3rd-party vendor. Is it possible to have the request emailed (Subject and description) upon submit?
parameters in the survey
Hello, for easy identification, we would like to include in the e-mail satisfaction survey, the Id, technical and ticket subject. Is it possible?
vendor contact person
Only one contact person per vendor can be defined. Am I right?
How is Time Elapsed Calculated?
We're just started to us the Time Elapsed Field. Based on what I'm seeing it calculates time elapsed as number of working days in hours. In summary if a ticket was opened on Monday at 0800 and Resolved the following Monday at 0800 the report using Time Elapsed would ready 40:00:00. Is this assumption correct?
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