Reminder for Requests Pending Approval
Hi Is it possible to send reminders for multiple tickets pending approval in 1 go? eg: I have 5 tickets pending approval, every day i want to send reminders to this 5 tickets, is there a way to send reminder in 1 go instead of going through each ticket and sending reminders.
Updating request (edit request) require reason for updating
Is there a way to require the comments for "Reason for updating request" when editing a request?
what needs to be activated so that the indicator appears when a request is long overdue?
what needs to be activated so that the indicator appears when a request is long overdue?
Install Failure Win 2012 -MSSQL 2014
When installing on SQL Express, The installer goes happily along and installs without failure. When you try to start the server it just hangs . I suspect it is because the installer does not check the database connection. Also SQL Express installs with TCPIP disabled by default. which is causing the root error. I will uninstall and retry. Any Ideas ?
Rest API Add assets
have a question about using the API for Service Desk Plus. Can I use a C# application to add, delete ,and update assets? Is there any C# sample code that I can have a look at that anyone knows of?
what needs to be activated so that the indicator appears when a request is long overdue?
what needs to be activated so that the indicator appears when a request is long overdue?
Asset Scan in SDPE to remote office with dynamic IP
Does anyone know how to monitor remote office asset via internet connection? By the way, remote office asset is using dynamic IP without AD.
Applying Business Rule in Service Catalog
Hi Karups, Can we apply a business rule to service catalog in such a way that if suppose i have a technician group named as Email then any request raised through Email service catalog feature should be assigned to Email group and only the technicians under that group should be able to view that request. I have created such a rule and the role for the technicians but it didn't worked.Attached is the screen shots of the same. Awaiting for your reply. Thanks, Amandeep S. Deol
Canned Response
Is it possible to insert the canned response and not over write the title and description? This is a fantastic feature but our users would still like the original ticket description left in place. Regards Graeme
How do i add Vendor support and phone number to an asset
I want to be able to know from the asset view, what support number to call. Where or how would I do this?
Migrating from cloud
Is their a way to migrate all the configuration from cloud to locally hosted server? Thanks,
"Unable to restore database : zip file too large"
I'm trying to restore a backup of our database to a development server and I've encountered what appears to be a major problem! When I execute the restoredata.bat script and select my most recent backup (.data file), the script returns "Unable to restore database : zip file too large" We've been running SD+ since December 2008, and our backups have grown to 5GB+ in size. Has anyone encountered this? Any suggestions? At this point, it seems our nightly backup routine is creating a useless 5GB .data
Web/Hyperlinks
Can I use content variables as web links. What I mean by this is, in notifications in response to a request, can I add $RequestID as a weblink. I have tried to do this and when I try to click on the web link it gives me an error of, "This link has been disabled to protect your security". Thanks, B
customize the action menu
hi, SDP 9041 when I click the action menu, I got the error as the following. ------------------------------------------------------------------------------------ cannot run program \"xxxxxx\" (in directory \"{SDP_HOME}/bin/../integration/custom_scripts\"):java.io.IOException:error=2,No such file or directory ------------------------------------------------------------------------------------- I have put the script in "integration/custom_scripts" directory & class in "integration/lib" directory, and
Postgres setup documentation
I need documentation on how to configure the postgres db. The documentation that is linked to the latest install instructions only addresses mssql and mysql. When I installed the latest release it only gave me options to install postgres and mssql so I went with postgres. Please give me a link to the postgres setup instructions.
Reply/Forward HTML problem
Hey guys, I'm having an issue with Replying to and Forwarding requests. It's removing all formatting from original requests so that the text attached in a reply is one big brick. Anyone have any ideas?
How to archive "disposed" assets
How do I archive disposed assets? We're doing a lot of upgrades and I can't really get rid of the records for the old equipment for at least 2-3 years for auditing. I can't see how to hide disposed assets. Anyone?
"Site" field stuck as a mandatory field
On previous installations of SD+ that I have installed and searching through this forum, we have never been able to make the "Site" field mandatory. However, I have a new installation which has the site field as mandatory and we are unable to change this! This installation requires the users to complete where they are based (an additional field is being used for this as they cannot select a site) via the web form. Any help is appreciated? Thanks, Mike
Servicedesk Solution broken in Firefox
We just upgraded SD to latest version. Instantly the Solution page stopped working with Firefox browser, more specifically when trying to type the solution in the text box. Meaning that you cannot type anything in the box. In Internet Explorer this works fine. We tried on another PC, same thing. Fix please? IE: Firefox:
how to use e-mail id's to notify without enabling cc users notifications?
Hi, When i enter any mail adress to "e-mail ID's to notify" , it is not sending any notification. I wrote this to manage engine support team and got the answer that cc user notifications must be enabled for using this feature. We are a company with 700 users . When people sending an e-mail to helpdesk, they are putting a lot of people to cc, even adding department mail group adresses to cc. So we are not able to use cc notifications for not causing a lot of mail traffic. Are there any way to use
Summer Time
Dears, summer time was cancelled in Egypt. but service desk is still using the old timezone. we have downloaded the lateest tzupdater and ran it however timezone still not fixed appreciate your help to adjust the timezone even statically. thanks Regards, Tamer Mohamed
Projects
I have been searching in projects and settings to see if there is a way for techs to create projects that will only allow certain people to see the project/and or the tasks inside of it. I can't seem to find anywhere to be able to do this.
Print a Request
Hey you guys, I wonder how I could print a request or just put it in a .pdf file. In other forum entries in here I read that it must be totally easy with clicking "action" -> "print" but I do not see this button as I open a request. Hope you can help.
Disable remote control acknowledge popup window
Is there a way to disable the Acknowledgement Window when a Technician uses the Agent to work on a system? We frequently work on remote systems after hours ( when there is no one at the remote site to acknowledge the popup ).
MS SQL indexing
Hi I have SCP installed with MS SQL as the DB. I have added in some new fields to the requests. How do I get the indexing to incorporate these fields? How do I ensure the indexing is taking place on the whole DB? Where do I configure the automatic indexing? Thanks in advance Graeme
How best to handle assets in for repair and refurb replacements?
Hey all, I recently had an Apple Thunderbolt display fail. I placed the asset in the status "In Repair" and took it to Apple who replaced it. When I brought it back to the office, I tried to determine the best way to update the asset's information but didn't see a very clear way. I settled for changing the serial number and asset tag fields. I thought that this would be noted in the history but it wasn't. Question 1: Is there a better way to handle this situation? Question
How to configure three completely separate groups using SDP
Hi, We are running ServiceDesk Plus for our support team. Everything is great! Now, however, there are two other groups in the organization that would like to use the product for their own purposes. So, for example, we do level three support for customers. Our internal IT group would like to track their internal requests in SDP as well. Then, our development support team would like to track their requests as well. I know I can set up separate sites for each team, and then define SiteAdmin roles to
SDP - requester with multiple email address
Hi there, As the subject says, how to deal with a requester that has multiple email address? example: he has several alias and also an external email address he uses to communicate. how to "assign" different email addresses to a requester. perhaps we can set a default email address to use, but request generated from the other email address will appear under that user. or perhaps this will have to be a "new feature"?
We are happy that you've found the right solution!
This seems to have appeared since the last update. A little message at the bottom of the screen. It appears even if you've simply added some notes to a request and returned to the request list. How can we turn this off? Thank you.
Status Change on Requester Reply to request
I tried messing with business rules to see if this would work, but it doesnt seem to have an option to limit based on replies. I would like it so technicians can mark a request as "Awaiting response" then once the user responds, I would like to change that status back to Open (or maybe a "Response Made" status). Even better if the technician replies, it automatically sets the status to "Awaiting response".
Apply different service catalog template
Is there a way to apply a different service catalog template after one has already been applied? Or what are other admins doing for the scenario when users select the wrong Service Catalog item and thus aren't filling in required fields that are needed?
Automated Messages
We have our Service Desk system set up to send automated messages for 1)Acknowledgment of a ticket received via email 2) Updating (including assignments, categorizing, prioritizing etc) 3)Marked Resolved 4) Closed. Our users have long complained about the number of automated responses they receive for each ticket. Finally when I kept hearing the number 6, I did a test. Each type of update, even though I do them at the same time, goes out as an additional message. So when I edit the ticket and
How to generate the API key for Technician -reg
How to generate the API key for the Technician which i created in the ServiceDesk Plus OnDemand.?
How can i Update from 8210 to 9041
how can i do this Your Version : 8.2.0 Build 8210 Latest Version : 9.0 Build 9041 [Details] ?|thanks in advance
Data restore from 23-bit to 64 bit
is it safe to Restore a backup data from 32-bit system to a 64-bit system?
Groups cannot be deleted
Good afternoon, I’m trying to delete one Support Group and I receive the message: Groups cannot be deleted. I took it off from templates, No technician is member of that group No message found at System Log viewer I enclose the Support file. Could you help us? Regards, Arantza
Changing the Web server port
If i change the sdp port from 8080 to 80, Do i have to change the agents to since they configured on 8080 and How can i change the port of agents already installed on all the machines.
Backup SDP+ Without Stopping the Service
Sometimes during the day, we need to take a backup for any business related purpose, same time we don't want to disturb the users day to day activities . can I take a full system backup using backUpData.bat without stopping the service? will it affect the users who are using SDP+ during this backup process? Many Thanks Mmahmoud
Can't get AD structure, when I try to scan windows domain.
When I try to scan a windows domain, I get a error message: Unknown username or wrong password given to enumerate the Workstations in the Domain. I have configured a use account, that is domain admin, and it seems to happen no matter what user I use. (For some domains it works, but not for all).
Incorrect reply or forward
Hi, Using service desk plus 9038, my users send requests to me only through email, and read my response ticket again via email . in a ticket where there are more answers , for example Mark on 03/11/2015 18:29 Mark on 03/11/2015 18:45 if I answer the last email , I always see the date of the initial ticket . I have the tickets older than 6 months if I answered now the date in the text of the email is always that of the creation of the ticket. all this happens even when forwarding . my reply template
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