SLAs based on the category
Is it possible to setup SLAs to be based on Category of the incidents?
Request Catalog
How is everyone using their request catalog in helpdesk? Are you doing more general categories and then going specific, or specific and then going more general? We seem to have people who are selecting the wrong category etc. Any suggestions would be appreciated.
SDP License transfer
Hi, Could you please tell me the correct procedure to transfer the SDP licensed installation to a different server? We have a SDP installed with permanent license, but now we have to move it to another server due to several reasons. What is the correct way to transfer it? Thank you.
E-Mail command
I am trying to have an e-mail command do a pickup and also change the status, when a ticket is assigned to a group. I have changed my template and added several different ways to try and get this to happen and I can either set the status or pickup the request. This one will only set the Status, but not pick it up. Any help? @@Operation = EditRequest@@ @@Status=Acknowledged@@ @@Operation = PickupRequest@@
Technician Replies
Dear all, I'm new to SD Plus, and already trying to implement in our office. We and our customers mostly use e-mail conversation rather than Web. So, once a user opens a TT, the request is openned, the TT is assigned to a technician. BUT, we have 3 technicians, as a group. lets say they have a group mail address, as "support@domain.com" . I want that once a ticket is raised, the members of support should ve informed. i could do it, by inform the technicians check box, (defined support mail address
ServiceDesk Plus Mobile
Hi guys, I download the ServiceDesk Plus mobile in my iPhone and when I try to login the app says that the authentication failed, but the username and password are correct, I already set the server name in the configuration. Anyone knows how to solve this problem??? Best Regards
Respond by email with response in the email rather than template
Hi All, New to this software, used spiceworks before but that's causing me issues with database corruption. SDP looks really good and does everything our users need apart from two things that I cant suss out. Can the email that end users and the techs receive be set to include the actual responses? Reason I ask is that most of our guys like to see what has been said in the email, and respond directly via email, rather than clicking on a link. Especially useful as they are out and about a lot and
Identify Who Merges Requests
When Requests are merged (ie. if an update is sent in without the original ticket ID so a new ticket is created), the History now shows that the Merge was carried out by System. This used to show WHO had actually merged the requests. Is there a way to get this information back as just saying a ticket is merged by 'System' is hindering our aurditing functionality. Thanks Ian
9028 Update Bugs
I updated to 9028 this morning and have noticed two bugs so far. 1.) The option to consider any completed task as 'Task Completed' under the task closing rules was set to "Any" before the patch, but after the patch it had reverted the setting to 'Only Closed' Simply enough to change that back... 2.) When composing a reply in a request the cursor position is now defaulting to the "To" line instead of the body of the message so we have to move the cursor down to the body each time we compose a reply
How do I allow a requester to view all requests for a site?
Hi, I'm trying to allow permissions for a requester to view all requests open for their site. The "allowed to view" option under the requester settings is selected but when the requester is logged on they can only view their own requests, not all requests for their site. Your assistance is appreciated. Regards, Andrew
sites setup question, requesters need to have multiple sites
We have 6-700 users that may or may not work at one particular site. We would rather not have to manage each requester if they move around from site to site as they change jobs.... some requesters already work at multiple different sites... so how would we be able to allow the requester to choose which site they are trying to create an issue for? the site field in create new issue is not editable.
Dashboard - Invalid data in Graph
Hi, In the Open Requests By Dashboard graph, I am getting the words Invalid data. This occurs for any of the drop down fields. The other Dashboard graphs are ok. I have checked all Open Requests and made sure they have Priority, Mode & Category (Level is generally Null as we haven't started utilising this yet). Where do I start looking for a solution? Enterprise SD+, 5 technicians, W2K12
Any ServiceDesk users in the Phoenix/Tempe/Scottsdale area?
Hey SDP'rs, My name is Ash and my company uses SDP MSP. I really like SDP and find the support to be pretty good. That said, I find myself wishing I had some folks nearby to bounce ideas off of and ask questions about different features, etc. I was curious if any SDP or SDP MSP users were around the Phoenix area. I think it would be awesome to start a users group of some sort. I'm near Frank Lloyd Wright and the 101. Should anyone be interested, I'm sure we can meet in the middle or in
Request Template tab order
Hi. I would like to be able to specify which field the cursor is placed in when the new request page loads (tab order). Is this possible? My request template currently defaults to the cursor being placed in the request description field which is less than ideal, ideally I'd want it to be in the requesters name field ready for data entry.
How to add another status on reply on ticket?
Hello We are currently using the Manage Engine (portal) and we want to know how we can add another status when replying on a certain ticket. Now it is only ON HOLD and OPEN. I wanted to add also the CLOSED status... is this possible to add this status as well? see screenshot what I mean... thx for the info.
Can I customize the file attachment disclaimer?
When someone clicks the "Attach File" button on a request, SD+ displays this standard file attachment disclaimer: [ Maximum size of an attachment is 10 MB. ] Can this disclaimer be easily customized? Can someone point me to the file containing the text in red? See attached image of the actual dialog box which appears when someone clicks "Attach file".
Can't delete software license
Hi, I have a Volume license that I want to delete but when I do it it says Database exception when deleting software license. I have ran the compliance.jsp tool on all the softwares and I still can't delete it.
Outbound email error after 9038 installed
I've just upgraded from 3036 to 9038 and immediately post upgrade outbound emails stopped working. The serverout0.txt log file is reporting the following error, any suggestions? [08:37:34:235]|[03-12-2015]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[32]|: Exception while trying to check whether to send notification for request closure to the requester.|java.lang.NullPointerException at com.adventnet.servicedesk.notification.util.NotificationFactory.isNotificationEnabled(NotificationFactory.java:2131)
difference between MSP Org account and regular Account ?
i have cpl of questions regarding SD PLUS MSP Edition. 1) By default we are given one administrator account. How can I create more such local admin user accounts ? If I go to ADMIN tab, I don't see any "USERS" option. Do I need to create a technician in this case and grant him log on rights ? 2) What is the difference between the "MSP Organization Account" under "MSP Details" page and any other ACCOUNT that we create or add in the "Account Details" Page ? Can there by only one MSP Org account
SD+ App Migration and SQL Consolidation
Hi, does anyone please have an insight about the following? 1. We would like to migrate from Windows Server 2003/SQL2005 hosted SD+ to Windows Server 2012/SQL2012. Is this platform supported for SD+? (I am aware of the db migration steps moving from SQL 2005 to 2012). 2. We would like to consolidate SQL server installations to have once central SQL server hosting 3 SD+ instances (we do have 3 separate SD+ installations at the moment - each one of them using its own server with SQL installed). Is
HTML Responses - A few examples?
<-- First post I am switching from another software to servicedesk plus, (a more ambitious task than originally thought) my old solution I had a really nice HTML response to tickets, that showed our name at the top, links to the right, and the description underneath, with ticket history. I am sure that is possible in SDP I have found where to do it, I am just not the best at HTML. Does anyone have any examples that they would be willing to share? I can modify it to our needs, but I would like
Confused on Change workflow notifications
While looking at the change management workflow there are two places to listed who to notify. One appears to be who is being notified when the action is taken and then another to be notified after the stage/status has been changed as part of the action. I'm unclear on why there are two separate places to list who to notify. Am i missing an advantage to this rather than just listing the notifying roles in one list for the action?
Can I create custom task views?
Hi, As an admin can I create a 'pending my tasks' view as a custom view? In the latest update, the 'my open tasks' view has filtered out my on-going tasks. Thanks
Install Guide is empty
Does anyone have a link for the install guide that gives more than a blank framework? Thank you.
Deleted Requests deleted by User:null
Hello, This is in regards to version 9018 One of our technicians was trying to find an old request (119403), but was unable to retrieve the request since it was deleted. Checked the system log and it shows that it was deleted by the system and not an individual. System Log Message : User:null trying to Delete the following request(s): ReqID:119403 Module : Request Sub Module : - Type : Info Action : Delete Occurred At : Feb 5, 2015 12:23 PM Probable Cause : - Performed By : SYSTEM This action is
Request Approval sending a mail
Hi, ¿Is it possible to approve a request by sending an e-mail to her? I try to create a rule for when a sender to send an e-mail to a request, but it does not work Thanks and regards, Gerardo Cortés
How to get some request details by LastModifiedDate from Service Desk plus REST API through Java ?.
Hi , I am new to ME service desk Plus tool. I am trying access Service Desk plus REST API through Java and get Incident or ServiceRequest details by LastModifiedDate . Alos explain me, how to get Notes related Incident or ServiceRequest from Service Desk plus REST API. Please provide sample code for above request.
Mail Server Issue
Hello all, we're having an issue in configuring mail server settings in servicedesk plus . We are useing office 365 as mail server. The account is correct, below you can find my configuration: - Server Name / IP Address: smtp.office365.com - Reply-to Address: servicedesk@domain.com - E-mail Type: SMTP - TLS Enabled - Port: 587 Requires Authentication is checked and correct login information is written. I'm trying to reply to an open ticket but I receive Sending notification failed error.
Active Directory user import not working in build 9028
Hello, After upgrading to build 9028 the Active Directory user import gets in a loop, both for automatic and manual imports, and also both in our test- and production environments. Does anyone have the same issue and a fix maybe? Best regards, Demetrius
Unable to access changes after update to 9036
Hello, I recently update from 9022 to 9036 build and I am getting some issues with 1 user that can not approve changes any more, he is configured with the SD Change Manager role and when trying to access the changes listed in the change module he is getting the message "Error ocurred at server side, please contact your administrator for more details" No errors are logged under System log viewer
A few issues after upgrading to SD Plus Build 9038
1 - Under Resolution tab, the Resolution field does not display correctly. See screen shot 1 below. Note the edit bar and the default position of the cursor. Under Request Edit / Resolution, the Resolution field displays correctly. See screen shot 2. Screen shot 1 Screen shot 2 2 -The second issue is that, on replying to a Request, the original Requester name is not in the To field by default and the Subject is missing the ticket number. Screen 3 JMichelD
How can i integrate my exisiting ServiceDesk Plus with Zabbix/Nagios ?
Hi, A Company i'm working for is currently using ServiceDesk Plus. We're currently looking for opensource monitoring tools , after our internal evaluation , we are going to consider Zabbix as our first priority. However we need Zabbix to send notification and create ticket on our existing SDP.Do you have any suggestion / tutorial for doing such that? Best, Max
Dashboard "Open Requestes By Category" showing Invalid Data
Our Dashboard shows the graphs except for the Open Requests by Category, can anybody advise where I can find out why this is not showing the correct data? Thanks Kev
workorderstates Archive
Hello, I am trying to find the sql table that holds the "workorderstates" for the archived requests. When a request is archived are the states archived as well? Cheers, Dave
How to disable an Incident Template
Is there a way to disable (not delete) an Incident template?
SDP - downgrade/upgrade software license
Hi there, This is what we've been doing: We have a software license for EndNote X (30 installation allowed), it entitles us for a free upgrade with software assurance. Then we've decided to upgrade to EndNote X3. So I re-create the license with same info, but different key and software. And did the same when we upgrade to EndNote X7. My question is ... some still using the old version for compatibility reasons, so how do I deal with this? Can I somehow make the previous EndNote version to "see" the
iPhone App for SDP+ and connecting outside of your network
Folks, For the iphone/ipad app (which I like), is anyone using it outside of their networks? Are you putting your device through a device-based VPN client? Any suggestions? Thanks, Adam
Feature sdf-38235 - Changing request status on response
This feature would be incredibly helpful. It would be cool to get an update.
requester details
Hi, is it possible to add a field in the "default Request" model, when you creat a request? Thank you.
Default Request Template - Web portal
Seen a few related threads to this query going back many years.... but I'll ask it again in hope! I would like to hide (or at least rename) the default request template for requesters. The option in the Web portal Admin Settings ("Disable default request template for requesters") appears to have zero affect. As a minimum it would be nice to be able to rename the template to something more user friendly and edit the associated comment text. In it's current form, the Default Request template looks
Next Page