Task management
Hi, I am now using the task function on servicedeskplus but i am facing a problem to manage them, when a team leader assign a task into a technician he stop to be able to see it.
if user not log in , user can not use restapi page?
I'm using restapi on my html page.but i wanna if user not log in , user can not use restapi page.how do i and how learn I username,userid?
change the view?
it is possible to change views ( delete views , change the order , etc. )? Please check the attachment. Thanks
E-main attachemtn file size.
IS it possible to change the file size of attachments when a support request is submitted by e-mail?
Departement Based Approvals
Hi there, In our Company we have different departements ond the same site which have different approvers for are IT-Service Catalog. So what we would like to have in SD+ is that we can automaticaly select approvers based on the departement a requester is in. Is this Possible or do we need to make a different service for each departement and there for add manually different approvers?
mange views?
Hello It is possible to mange the views (delete, change order)? Please see the attachment .
Work Log Column
Is there a way to add a Work Log icon on the main Request view much like the Notes icon so that you could get to it without multiple steps? Unfortunately the "Tasks" icon doesn't let you create a new Work Log entry. This would really help. Thanks.
SLA Overruling
Hi, I have a question regarding SLAs. If I have two different SLAs, one for priority (High/Medium/Low/Normal) and one for Category (Hardware/Software/etc.), and they are both used upon creation of a request, how do I know which SLA will be used/followed by the system? Some of my tickets followed the Category SLA but some followed the priority SLA. Thanks! Geraldine
Submitting a PO
When creating/submitting a PO, and I am the approver, have it automatically approve the PO?
SDP Download
Hi I need download servicedeskplus version 9043 please i need the link download Thank you
Active Directory Import Issues
1) When I save the automatic import schedule, nothing seems to happen. When I revisit the administration page, the box is unchecked the no days are listed for the frequency of the import. Is this normal behavior? I have it set for one day, but I recently manually ran the import and there were requestors imported that dated back several weeks. How do I verify this is working correctly? 2) When I ran the manual import I noticed a significant amount of failed records. Is there a log that indicates
How to add additional content variables to the messages
Hi team, I have created several personalized fields for the changes module, and I need to send some notifications including that information. I wonder if I can add that information as content variables to the notifications. If possible, please let me know the procedure.
Ignore junk software
When you scan a machine, it picks up all software, including software such as "Visual C++ 2008 Redistributable". The reports report this as under licensed, but it is not something that you license. Is there any way for the system to categorize these types of software so that they: 1.. Can be filtered so that you don't need to wade through them, and 2. Not be reported as "under licensed"?
9101, option "Allow Automatic Generation of API Key"
Does it mean that all NEW requesters/technicians will have automatically generated API key to allow access Mobile App? What to do with our few hundreds current users? Do i really need to generate this api key manually for every current user i have? Documentation says nothing if "Allow Requester(s) to access Mobile Application" will do all things, although set default to "yes".
Service DeskPlus improper identification of Exchange Management Console
Hi there, We are trying to get everything configured correctly and have been running into a few issues. Right now our intern tells me that the asset management side of it is identifying all the installs of the Exchange Management Console as being under licensed, however our Exchange Server installations appear to be compliant. We just need some clarification on this. Also, we noticed that Virtual Machines (all are Hyper-V Virtual machines) are not identifying which host reside on. This is useful
service requests vs incidents
Is there a way to merge an incident with a service request.? we have responses to service requests coming into the service desk as incidents and we are unable to merge them with the service request waiting.
adding HTML comment block in solution
Hi there, SDP build 9041 As the subject says. When creating/editing solution, if I typed an HTML comment block, it won't appear after saving. If I edit that solution, that code is gone. example: Add this block of code in the solution: <tr> <td nowrap="nowrap" class="fontBlackbold" align="right">Username</td> <!-- sd-11880 Loding domain list To login AD authentication or local Authentication --> <td nowrap="nowrap" align="left"><span class="fontBlack"><input name="j_username" type="text" class="formStyle"
Locking Down SLAs
Is there a way to prevent technicians from changing the DueBy Date?
ServiceDesk Plus License Downgrade
Is there a process for downgrading the Pro license to Standard? What features would be lost and are there any database implications? We are no longer using the Asset Inventory features of the system and only rely on the request/ticket management features. So we do not want to lose any of that information. It looks like just annual technician subscriptions are needed & cheaper to boot. Thanks
Pull in Item to the subject line
I am making use of the template function and one of the templates I have setup is for password resets for our various systems. I have the "Category" setup as Password Reset and a sub option "Item" setup as a drop down with the various systems. I have also setup a subject line which reads "Reset Users Password" however I want to know if it is possible to have the subject line pull in the "Item" drop down. So for instance I thought it would read something like "Reset Users Password $Item" with the
Change the details in My Request Summary
Hi, I want to change the sections under My Request Summary block in the requester home page. Now the sections under this area are Pending, Awaiting Approval Waiting Update. I want to change these to Open Request and Closed Request. How can I do this ?
Change Management: Standard Change Request workflow
Hi all, We're implementing Change Management and, as you know, there is some debate about whether a standard change request should spend its live-cycle as a service request or be converted to a change request. There are arguments on both sides, and I understand the matter to be subjective. We would like to use SDP to track our standard change requests. We've defined our normal change request, leaving it primarily as it is by default. However, what can people recommend for the Std Change Request.
Attribute
Tell me , is it possible to add a third-party account attributes , besides those already mentioned? Imort configured through LDAP. For example I would like to take the value attribute thumbnailPhoto and get photos of the author requests
transfer only tickets to new server
Hi, could you help, we wont transfer only all tickets without configuration current program to new server. Is there any method to do that. We try transfer data with help backup file, but result this procedure was copy all configuration to new server. Good result for us will be transfer only information about tickets in read only mode like archive and nothing about configuration previos server. Curennt version SD 9045 with MS SQL 2008R2 server. Thanks for reply.
automatic e-mail fill parameters
Hey guys, is there any possibilty to name some variables / parametres that fill in details like names etc automaticlly. especially for service requests relating to a new employee. For example you edit the request for a new employee joining the company soon and add all the stuff he /she needs - hardware software etc. This Details should be and will be send to a technician / approver and so on. the best way would be that there will be a mail to an extern who sets up the hardware and in this mail this
Ticket number missing in All Requests
I'm looking for Ticket # 2244 in All Requests (sorted sequentially) and I can see 2243 and 2245, 2246, etc, where is 2244? Is there a database of all ticket #'s created and their status? Will it tell me if it was deleted, merged, etc?
Requesters sees a diferent fields order made on Incident Template
Hello all, Im facing a problem and I would like to anyone may help me... I have created many templates and ordered the fields grupping them by meaning... BUT all requesters sees a different field orders. As the example attached, field "Telefono" was build in Templates to be under Requester Details, and when we login with a Request user, we see the field "Telefono" under the Incident Description... Has anyone faced this problem already? Anyone knows how to solve? Thanks in advance, Camila F.
Add cost to asset's cost from add work log in requests
Hi Dears is there any way to add automatically cost of technicians works on the asset from the work log of the request to asset cost? I want to add total charge of request on repair of the asset on the cost of the asset. how i can do it? Best Regards
Why we are currently not upgrading to the PRO version of ServiceDesk Plus
Hi guys, Thought I'd share some feedback as to why we are looking at putting in Spiceworks for Asset Management rather than upgrading to ManageEngine Professional. Basically it comes down to administrative overhead associated with your price structure. For example, lets say we currently have 500 nodes on our network and we purchase a 500 node license, by nodes I mean servers, switches/routers/etc, workstations, laptops, VoIP phones (??), and printer/scanners. Under the current licensing this would
ServiceDesk App
Morning All. I'm having a little trouble logging in to the ServiceDesk app on an iPhone? All I keep getting is the Request has timed out when it comes to me logging in. Just wondering if anyone else has had this problem, and if so, how did you overcome it? Also has anyone had any success in using the app at all? Reading the reviews on the app store, it's all a bit hit and miss by the looks of it.
Put Request on hold status via email
Hi All. I have a problem. I can not change status request vie email command to status on hold. Status Closed, Open etc. work fine, but when send mail like this @@OPERATION=EditRequest@@ @@RequestId=5@@ @@RESOLUTION = Test res@@ @@STATUS = On hold@@ SDP 9.1 Build 9100 create new request insted update Request number 5.
Sample Costume Menu
Hi, I am intrigue by this functionality costum menu. I want to learn how it works and can you please give me a sample of working costume menu. and what type of additional menu I can add.
Incident escalation
Is there a way for an ServiceDesk operator to escalate a call manually. e.g. if a 1st level support operator cannot resolve a problem then can escalate the call to the 2nd level support group.
Lucene search
Are following limitations configurable? We absolutely need more than 500 or 2500 hits, or at least the most recent hits and not the oldest. This is an extract from the Adminguide SD+ Points to Remember: 1. Special characters cannot be searched 2. Request(s) whose description exceeds/or is equal to 64k cannot be searched 3. Search performed by Technicians with SDAdmin role will fetch 500 results 4. Search performed by Technicians with roles other than SDAdmin role will fetch 2500 results Best
Buid 9101 Pack
I'm trying to package apply however I am getting these Message: They could help me ?
Retrieving project and task information
I need to retrieve projects, their tasks and task due and completion dates. The REST API seems to cover only Requests. Is there a way to retrieve this project and task information?
seeing this message in error log
Hi, when i run this query i see a lot of this in the log. SELECT * FROM errorlog WHERE Type='Error' Violation of PRIMARY KEY constraint 'Arc_ChargesTable_PK'. Cannot insert duplicate key in object 'dbo.Arc_ChargesTable'. and also this message Though the email parser is enabled and email subject contains parser string, login is not enabled for the email requester Please advise Kind regards Tim Verduyn
ChangeDBserver not working
I have the following issue. We would like to migrate our current SD+ server (with MySQL) to a new Windows Server 2012 R2 with MS SQL Server 2012. We have installed and configured the Windows 2012 server, installed SD+ on it working via MySQL. After that I tried to setup the MSSQL database via changedbserver.bat Connection to SQL server established but when I click on SAVE nothing happens.... Any idea?
How do I delete a software manufacturer
I am trying to clean up our database a little and we have some software that is no longer in use. I can see how to create a software manufacturer, but not how to delete one. It is not the same database as the vendor list under assets. Thank you
Solution editor formatting does not remain once solution is published
I try to spend a lot of time making solutions very easily digestible for end users, and include screenshots whenever possible. Since the editor was upgraded a few builds back (currently on 9100), I've noticed that the formatting is ignored when it's displayed in it's "published" form. Consider the following: In the Editor: Once published: Also I've noticed that we used to be able to resize screenshots that had been pasted inline where that cannot be done anymore. These are HUGE steps backward
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