Business Rules - Closing Tickets
I'm running into an issue when attempting to close a ticket using a business rule. Using a business rule, I'm trying to assign a ticket to a template and then close the ticket. I've set up a business rule to do this, but it will only assign the template, it doesn't close it. Any idea why this would happen?
Service Requests - Notification for technician with additional fields
We have created a Service Request with additional fields: fieldA and fieldB. Now we need to configure a notification for technician with these additional fields Is it possible? We have tried to configure a new rule notification (Alert technician by e-mail when a request is assigned) but we only view Incidents additional fields. Service Requests additional fields are not visible. Additionally is it possible to configure different rule notification for different Services Requests? For example: Service
How do I propose a series of steps to the customer prior to resolution?
Perhaps it's just semantics, but I'm uncomfortable marking the request as Resolved when I'm proposing solutions to the requester, so I'm wondering if what I'm asking about is just semantics. I have a resolution in my Solutions that I want to send to the user to have them work through the issue. This is a proposed solution. How do I get that to the user. If I mark it as Resolved, SDP can trigger that this be sent to the user via the Acknowledge E-mail c users when a request is resolved, but
Group notification when new task was added to the group
Hello In the Notification Rules we have an ability to notify a group of the technicians when a request was added and assign to the group. Same, when a request is left unpicked in a group. But we dont have same function for a tasks. It's very needed for us. How can i notify (automatically) a group of the technicians when a new task was assigned to a group?
login name in the Requester Details
hi support pls help me how to make that field Requester Details displays a login name (samAccountName)? thanks for you help
I can not see technician
Hi, User has been created by active directory and change as Technician. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Thanks
The problem with installing a license
Hello. How to install a license in ServiceDesk? Sincerely. Igor Stepanenko.
Request Tab Display Error
When users (non-techs) attempt to review their submitted tickets using the Requests Tab, no tickets are showing. However if they click the number of tickets in the Pending bucket under "My Request Summary" on their home page - the Request tab will display the tickets. Any idea on why clicking the Request tab direct generates no tickets?
Create custom field within all tickets for only technicians
Greetings all! I need to create a custom field within all tickets for technicians to use. This will be a RANK field, used by the techs to help prioritize their work. The key for me is that the field should either be invisible to the end user OR at least not editable by the end user. Also, if there is a handy way to set this as a global field (one that automatically is placed on all tickets vs adding it to forms one at a time) -- that would be awesome! The instructions I found for creating custom
Open views directly with specific URL
Hi, how can specific request views be opened directly using the url in the browser ? Something like http://SDplusserver/WOListView.do?View="allopenitems" Thanks a lot for looking into this matter Matthias
Networl Scan
Hi, Why does the network scan work properly and the function "scan now" and the "audit scan" don't? It seems that the audit scan and the "scan now", once you are inside the asset configuration, try to log in with different credentials than the network scan. If it's like that how can i set it up? Thanks in advance for the support.
CMDB and Service Catalogue - 2 questions
When I create entries in the service catalogue, they appear under IT services in the CMDB. We have some backend services that do not appear in the Service Catalogue resulting in a mess of entries. When we try to delete some we get errors. I am using the CMDB to identify all the backend resources that play a part in the service. I use the service catalogue for end users to submit service requests. I am confused as to the best practices on how to use these two tools and how they are integrated. Can
Order of the mail history
Hello, ist it possible to change the order of the mail exchange history, so that the new ones are at the top? Thank you. Cheers, alberto
Set value to Not assigned via REST API
Hi Trying to set technician and group to not assigned but it doesnt work. tried this but no succes operation = EDIT_REQUEST input_data = <Operation><Details><technician/></Details></Operation> The reply is "Request 151912 successfully edited" but no change is made. How do you set a value to not assigned ? BR Jesper
Should I delete users after they leave the company?
Hey guys, Is there any point in leaving a term'd employee in the SDP database? I'm trying to determine whether or not deleting an SDP account should be a termination task. Thanks!
Change Management - re-opening implementation phase
If I have closed the Implementation phase for a Change, but the tasks were not completed, how do I re-open the phase so that I can mark the tasks as complete? I know only the change manager role can do this, but how is it done? Diana
Question about "Reply a Request" Message Template under Notification Rules
Hi SD Plus Support, For the "Reply a Request" Message Template under Notification Rules, can it be disabled for the requesters? Currently this message template is applied to both requesters & technicians. Regards, Winston
Notification OVERLOAD!!!
Hello gurus! In regards to ticket notifications, I have set the following options: Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. E-mail user when a request is resolved. Notify requester when a request is assigned to a technician. With these settings, my customers are getting no less than 4 emails. One the surface, this doesn't seem bad at all. However, with the "when the request is updated" selected, they are getting
Support group reporting
I have created a support group, Floor Technicians, that is comprised of 5 technicians. Is there any way to query the database in order to see how many requests have been assigned and closed by each technician of the Floor Technicians support group? Version 9.0 Build 9035 Database is MSSQL Thanks in advance, Adrian
Employee Onboarding: Tickets or Tasks?
Folks, I'd like to hear from someone that has already cracked this nut, so to speak. We are redesigning our onboarding process, and we have a somewhat complex organization. Should we be using one ticket with multiple tasks or multiple tickets? If I have a customized form, can someone completing a master form trigger tasks or tickets to be generated? Here's my example scenario: For example, HR goes through the hiring process and when they get the acceptance from the potential employee, they send
E-mail notification on document attach or comment in project modul
Hi, is there any possibility in project modul to set notification email on document attaching or comment writing? Thanks, Gergely
Proper Linux uninstall
So I am trying to uninstall 9043 from our Debian server, go into the _uninst directory and try the uninstaller.bin and it tells me about no jre. So I search the forums, see a post from 2005 with the -console switch, and try "./uninstaller.bin -console" also to no avail.. The install is just PostgreSQL, so can I just delete all associated directories and be done with this? And can someone PLEASE correct the uninstall file to actually run from a command line instead of requiring java? Would be great
No Capture Emails
Hi Team, Users, I have the following problem, hope help. The ServiceDesk Plus application, on some occasions not capture emails . For example : the emails sent to users soporte@acme.com , the ServiceDesk Plus application does not capture. To fix the problem . We proceed to restart the MS Windows Server , the ServiceDesk application, again capturing emails. scenario: Application: ServiceDesk Plus Enterprise OS : MS Windows 2008 R2 DBA : SQL SERVER 2008 R2 Standard Edition (hosted on external server
Automatic close not working
Hi, We have activated automatic close after 5 days from resolution, but it does not work. The requests remain always Resolved. We have checked the following but it seems to be right. 1. Check whether the Automated Close is enabled under Admin\Request closing Rules. 2. Check whether the notification "E-mail user when a request is resolved." is enabled under Admin\Notification Rules. 3. Go under Support\Scheduled Activities and check if the schedule "RequestAging Schedule" is running. The requests
How to start request ID from 10000 in SDP with MSSQL Database
Hi, I am using SDP 8213 Enterprise Edition with MSSQL as the database. I would like to make my request ID start from 10000. Could you please let me know the query to make the change ASAP. Thanks & regards Harshan
Requester Name Variation?
Hello Again! Just wondering is it possible to change the Requester to actually be the users full name instead of the account name it pulled from Active Directory? Their full name is in AD as well, but it seems to ignore those fields, is there anyway I can make it look there?
Lync/Skype integration
We would be very interested in a feature that would enable a technician to start a Instant Messaging session against a user through the web-interface. This would make communication a lot more efficiant compared to jumping between functions during Incident Management. Has anyone managed to construct such a solution and would care to tell about it?
Urgent can't use SD: Logon Page slow loading
The logon page won't load or loads very very very very slow. But if you are past the logon screen everything works fine. I even rebooted the server but that won't help. build. 9.43
add an additional field in solutions
Is there a way to add an additional field in the detailed section of the solutions. We would like to add an additional field (dropdown list) with the following items: - Permanent fix - Workaround - Know error - ......... This field will also be used with a query to generate a report for periodic review. Thanks in advanced, Patrick Michiels
Can we add attatchments to Assets
Is it possiable to attatch documents to assets. Example: We would like to scan in our original PO's and then attatch the PDF to the asset for future refrence if needed. Thanks Michael
change the home page
hi. how can change the home page so when the user login thy get direct to requests page. kobi
Query for list of Technicians names and email addresses
HI i am using mssql with Your Version : 9.0 Build 9041 looking for a query to run and provide me the current list of technicians and their full names & email addresses Thanks
Move ticket if technician is not available
Dear all, I have a question what happened in case when one technician will be on vacation with scheduled causal leave and someone will assign ticket to him or one of his ticket will be reopened? Is a possibility in that case to move ticket to other technician automatically? Thank you in advance, BR
Associate groups to reports
Hi, Is it possible associate reports to groups? Let's say we have Group A and B and we have specific reports for each one, there's any way to associate a specific report to a specific group? Regards.
Create request by API with distinct names in case of homonym
Hello, We are trying to create a request using the Servlet API , but we have a case of two requesters that have a same name. I can't pass only the name because the API ever take the first user. What we need do for create a request for each specific user? Look bellow: Someone can help me???
Spanish encoding and requester names
Hi, We have some problems with spanish requester names that include ñ character. They are imported from Active Directory but they cannot log into SDP because they are not found in requester list. Thanks in advance. Aritz,
Solutions topic view
Hi, For the Solutions portion of ServiceDesk Plus is it possible to have each topic/sub topic only show the Solutions directly associated with the selected topic? Currently, if I select a parent topic it displays all solutions associated with the selected parent topic and all of the sub topic solutions. Is there anyway to make the parent topics only display the solutions associated directly with that topic? Thank you, Cheers
Difference between ITManage360 and Service Desk Plus
Dear Manage Engine Team , I would like to know what are the difference between ITManage 360 and Service Desk Plus software . Can Service Desk Plus handle create , update , delete functions of Assets , workstations , servers etc.? I have been told by my org people that service desk plus is higher version of service desk software and it can now manage assets and devices too. Please clarify me the above point. Best Regards Shweta
Adding widgets
Has anyone had any success adding widgets to Service Desk Plus? The lack of chat is a big issue in our evaluation, so we're looking at the possibility of adding something like the tawk.to widget to provide the functionality we need.
CI Name containing the PO#
Can anyone tell me why the PO# is appended to the end of the CI name once the items have been marked as received through the PO process? When we are receiving hardware, once my team marks as received, then goes to allocate in the Asset tab, we are finding that the CI Name now has the PO# appended. My team then has to go in and erase the appended portion, then add the serial number. Also, does anyone know of any other place to add the serial number to the assets instead of having to go into the asset
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