How I hide the tabs for each user
I need to change the view of the users when they do a login into de application. I want to hide the tabs, change the welcome page, etc.
Admin Login Report not working
HI My Servicesdesk build 9035 When any report configure by Administrator Login Reports are not come in Admin Login.
Site availability for technicians
We have a site configured with custom settings. Some of our technicians need to pick up tickets from both 'default' and the custom configured site. When I went into the technician configuration form, under available sites the custom site did not appear. However, from list view of technicians, I can select a technician with the check box, drop down the menu and select 'associate to site' and I am offered the custom site as a possibility. I assume either it shouldn't show in either place, or should
Make The Ticket ID Start With a Specific Number
Hi guys, I got the following situation, I have two technician(suport and supervisor), they create tickets for differents departments. So, I wanna know if it is possible to make the ticket id start with a specific number based on the type of technician or if it´s possible to make the ticket id start with a specific number independently of the technician. For example: Tickets created by suport technician starts with ID number 1000, and the tickets created by supervisor technician starts with ID number
License
Dear Sir, i have bought license for 5 Technicians So how many technicians will be having 1:- 5 technical 2:- 5 technicians + administrator ( which is already in the system)
close tasks automatically
We have built a workflow process for a request in which the tasks are to be done in the future (10to 45 days out) and was wondering if there is a way to specify the date when the tasks are started. We get requests to perform tasks weeks in advance and the request has many tasks in its workflow, we created the workflow so that the first task is simply a place holder and when it is manually closed the workflow process begins. Currently we look at the due date in the requests and close the dummy task
consumables vs components
hello i would like to know what are the main criteria to differentiate between some items if they're consumables or components, lets say network wall sockets, plugs, circuit breakers, etc..... because I've to make the association latter on
Service Desk 9.0 not working (install problem)
Hi, all Currently we using service desk 8.0.0.8006 (Windows Server 2008 R2 and SQL Server 2008 R2), after I see the new enhancements in version 9.0 I am decided move to new version. I prepare test server (Windows Server 2008 R2 and SQL Server 2008 R2), downloaded from site latest version of service desk and install it, but it’s not working ….. Database not creating and service desk not starting Then I’m trying to run service desk manually using run.bat I got next error Invalid authentication
Request search missing some Requesters
When doing an advanced request search, many requesters are missing from the drop down list: Under "Select column", select "Requester" Under "Select criteria", select "is" Click on "Choose" for the drop down: many of the requesters are not listed. Check under Admin / Requesters: all requesters are listed. SD Plus Build 9032 Server 2008 R2 64-bit MSSQL 2008 JMichelD
Request Description...where does the working info go
Folks, I've been working with SDP for a few months now, and I'm still a bit hung up on one aspect, so I would like some advice. Typically, the description of an incident or problems takes a few lines. Then when you get into the working on the issue, speaking with the requester, gathering information (screenshots, logs, etc.) you document those in the worklog or notes. So I'm looking for advice given the following: The description is always visible and can contain screenshots, but doesn't have an
Asset management
How many PCs I can scan with Agent? If it's possible to scan 30000PCs?
Possible to change notification bell request id template
Hello, I am looking to see if it is possible to change the notification bell request id parameters. I see that throughout the application there are templates which allow for configuration in e-mails, and other notifications, however I do not see any options for customizing the bell. I would really like to use something more like: "Approval required for Request ID: #$RequestId" Which translated should show: "Approval required for Request ID: #16" Thank you!
Configuration changes in ServiceDesk
Is there any report or audit log where we could view configuration changes made in ServiceDesk? Example, service templates changed, imports done, options changed, etc. Thank you.
How to grant "Import Requests" function to non-Admin users
Hi, I see that "Import Requests" function is available for SDAdmin role users. But I'd like to explore this function to other type of roles, like a new role I'm creating. Would that be possible? Thanks. Jack Cao
Business Rules using AND and OR
Is there a way to create a Business Rule that will use both and and or ? LIke To contains helpdesk or CC contains helpdesk and Sender is not Bob (we hate Bob) :)
Project Managers - Option to Create Projects but Only See Their Own
Hi All I'm trying to find a way to allow project managers to be able to add project but, every time I try to modify the checkmark "add" under projects, the Project Member's Allow to View, changes to "All Projects." The issue here is that we want to allow them to add projects but only see the ones they are associated with and NOT all projects. We are running ServiceDesk Plus build 9017 Enterprise Edition. Best Regards Carlos L.
Backup scheduler notifications
How can we control who gets notified when a technician enters leave time in the scheduler? Right now all technicians are getting emailed when a technician puts in for any kind of leave type. Thank you.
Why does default reply template automatically populate the cc: field?
Is there a functional reason why the cc: field is auto-populated in the reply template? Is there a way to remove that?
url's in requests
The url that is inserted into the opening is called as http and https would be correct , how could fix this problem ? http://helpdesk.portoseguro.org.br/WorkOrder.do?woMode=viewWO&woID=2015006911
Category field mandatory for requesters
Hi, How can i make the Category field mandatory when submitting a new ticket? We are using Servicedesk 9.0 Build 9035 Thanks
Remove Sign in
Hi , We are in the trial period and customizing the mail page for users . We only want to have the option de change password and unlocked the account, users get the email with the code to complete the task. We want to remove this ( the sign in opcion ) from the mail web page , how can we accomplish this ? The option 'hide" does not work neither . Regards
SDP - Request Catalog - Translation
Hi, Is there a way to have the Request Catalog translated? I have noticed that when you switch between languages the "Request Catalog" button from the Requester portal stays as "Request Catalog" (English), and all of the sub-categories stay in English. Do these all need to be manually translated? I saw that using the Admin Tab > General > Translations you can do some modifications. But for the "Request Catalog" this appears to be a static change that would change the language for all regardless of
Allow change only to sub-category
Is there a way to set a category to view only but allow the requester to set the sub-category?
Urgent help: All out war vs our outlook. Recipient not found.
Hi, We've stumbled upon a fairly annoying problem when it was decided to disable an email address on our exchange server. One message was sent through SD to that email, got back from outlook that the request has been appended with a user reply, then that got bounced back, and SD appends the reply and then sends yet again an update causing a nasty email loop. We've stopped the loop for now, however i need a nice way of deleting tons of messages in one incident. Whats the best way of doing this? Thanks
Automatically delete/close certain tickets in a group
Slightly odd problem this one. We have a group called IT Alerts in our SDP. It's a group for messages from our automated systems (backup scripts, hardware monitors etc). The small but irritating problem we have is this: The alerts emails are sent in to SDP from a variety of non-existent email addresses e.g. sql_backups@mycompany.com, san_monitor@mycompany.com etc. We have 'acknowlege requester by email' turned on, so every time a system sends in an alert email, SDP sends back the 'Thank you for your
MSSQL version
Can you please advise what versions and editions of Microsoft SQL Server are compatible with SD+ release 9027? cheers Graeme McFadden
When 'll be available this features?
Can't find this features in "roadmap" https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Features the features are: 1. cc not provided: SD-53435 2. tech reply email https://forums.manageengine.com/topic/when-technician-reply-to-a-request-by-email-requester-is-not-notified 3. Group based SLA's SDF-26019
Notification when CAB approved
Hi Is it possible to receive a notification when approval is given by the CAB members? Regards Mike
¿Is it possible remove the "button" change Template from new request?
¿Is it possible remove the "button" change Template from new request? I attached an exemple.
Downgrading Servicedesk to Helpdesk
Please I have had a trail version of the MESD Enterprise running in my organization but after reviews, its being advised to start with the helpdesk feature. And since I have already gone far with the configuration in enterprise I would love to know how to downgrade it to just the helpdesk
How to delete/disable status (open/closed/resolved/onhold)
Hi, One of our customer do not want status resolved in ticket. Please give me psql query to delete/disable the same Thanks
How to enable request status color code
Color code feature implemented or not. Please tell me how to enable it.
Milestones as collections of tasks vs. requests
Hello. I have just started using ServiceDesk Plus for project management in an agile environment. To me, being new at this, it seems like it would make more sense to have milestones be collections of requests instead of tasks because it seems like requests are more like product backlog items and milestones are what you might call themes or epics, and tasks would be, well, tasks, the discrete work that needs to be completed to complete the backlog request item. I did find a way to associate the
How to get notified about changes in request
Hello, I would like to integrate ServiceDeck Plus with my program using its api. I need to get notified about every change in status of request. I saw that there exists callbackUrl, but without any description and as I understood it calls back only when request is closed. How to catch ServiceDesk events on status change in request through api? And I would like to get previos data of request and changed too. Thanks.
Install Service Desk Plus With MSSQL 2012 Server
You can Help Me, you can tell me if is possible install Service Desk Plus with Window 2012 Server Standard and SQL Server 2012 With SP1. Thank you for your respond. Regards.
$ticketowner in SLA setup
I am configuring SLAs, and wondered who is the $ticketowner? I looked through support docs and forums, and at some point it seems to be the person that created the ticket (in which case email fetching would create who as ticketowner?) and at another it seemed to be the assigned technician (which would be perfect for me). Can you clarify who this is in the context of SLA notification? Thanks Diana
Requester Portal Service Request removal
Is there a way to remove the ability to create a service request from the requester's portal? Specifically, I would like the portal to only have the option of "Report an Issue" when a requester logs in. This will greatly simplify the way we wish our users to use the portal. Thank you.
Advanced filtering for default numeric or decimal values
Hi, How can we do an Advanced filter for default values in numeric or decimal Additional fields? Thanks in advance, ARitz.
Yazılım lisanslarında döküman ekleme hatası
After 9031 and 9034 versions , including a license inventory to document attempted by adding , to give an error message like the following picture . My wish to be fixed in the new version .
Project Management
What ROLE does the Technician have to have in order to create a project? ie. SDAccountAdmin?
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