Quick create - new incident to automatically assign to the logged in technician
The Quick create - new incident window in the left side of SDP makes it easy for the technician to quickly create a new incident. Only problem is that after you click on save,, you need to pick up the incident manually afterwards to assign it to yourself. It would be much better if there were an option so incidents based on The Quick create - new incident window were automatically assigned to the logged in technician. Today you can assign a specific technician in a template like Christian Jensen
Notification
Hi supoort, I have been upgrade my SDP from 8214 to 8215, and I cannot find notification like this Please advice. Thank you. Ali
Issue with resolving calls
Have just upgraded ServiceDesk Plus to 8.2.0 build 8215 and have noticed a bug. If you resolve a call (instead of close) and the resolution field is blank, instead of giving you an error to say that the resolution is missing, you simply get an error "FAILURE :Exception occurred while performing the operation.". It works as expected if your close the call. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
REST API filtering question
Hi, We are currently evaluation SDP and would like to use the API to integrate with our systems. One of the features we need is the ability to filter requests, rather than getting "all" requests we just want to get specific criteria, e.g. get_requests where status=open. Is this possible with v8.2 or will it be possible in v9.0?
notification: overdue request
When request is overdue need to notify requester and technician. May be with some email template..
ntegration SDP with ERP.
I wonder if there how to perform the integration between the hours of workorder appointment of the SDP for our ERP.
Understanding User Survey
Hi, I would like to understand the User Survey Option "Requests are closed". As I understand it, lets say we have keyed in 10 as the value for "Requests are closed", what will happen and who all will get the survey mails? I also noticed that there is No option to manually Trigger user surveys. The help-card underneath the User Survey option lists Manually: Trigger surveys manually when required from the 'Actions' menu in the request detailed view page in Schedule Survey section. ... Regards Prashant
What versions of MySQL does ServiceDesk Plus 8.2+ support?
We have a production MySQL 5.5 Enterprise server and are in the process of moving all of our individual MySQL servers to it. What versions of MySQL does SDP 8.2+ support?
RoboTech on x64 not recognizing License
Is there any update on when this issue will be resolved? (reference SD-50731) We purchased this license last year and have yet to be able to use it.
Requester Conversation
Hi, My company want to use "requester conversation" to keep record all the reply email. May i know : 1. How to setup? 2. How to setup the outgoing email? thank you in advance for your kindness help
Notification "Acknowledge the requester when request has been Assigned to $Technician"
Hi support, I use SDP Standar edition build 8215. I just wondering, for notification "Acknowledge the requester when request has been Assigned to $Technician", is possible to available on standard edition ? I know for now the notification only on enterprise edition. Thank you
Can this be done? multiple departments fill in different parts of a ticket. final result is all info seen by manager
We have a new hire process that is completed by multiple people/departments. We normally have 1 excel file we pass along, each department updates this file and send it to the next department in the end HR and new hires manager get the info, so when the new hire shows up the manager can print out or tell the new hire how to log in. Please let me know if I must clarify anything to help you help me. let me know how this can be completed ticket flow The ticket would be first started by department manager.
Problem with scheduled tasks
Hello. I have a small problem with scheduled tasks, when the scheduled task is created to reach Tecnico Three Scheduled Tasks. Validate the configuration of the scheduled task and this is every 7 days. Deputy ScreenShot
No groups option in Problems or Changes.
When creating a problem or a change there is no drop down for group. So when picking a technician you have to choose from the master list or start typing there name. If you are in the request ticket for example the group drop down is listed. Is there anyway to add the group drop down to the Problem and Change tickets?
Alt + S to send response as a shortcut key...
Would anyone find "ALT+S" from the response page useful as a send shortcut just like outlook, I find myself doing that every time and then remembering that I have to use the radio button... Just wondering.... k
Automatic inclusion of system notifcations in replies to users
Hi, How do you include system notification in the body of reply emails sent to users? For example once a user sends a request, I would like to setup the helpdesk software such that when I reply I get message similar to below: [reply to request by users] _______________________________________ System notification about request having been received and is being worked on. _______________________________________ Initial user request
Re: SDP Backup
What is in the backup? Is it a full backup that includes archives, file attachments, and logs. I have been running SDP Pro for about 5 years and my backup file is less than 60 MB. Is this normal? Thanks
Re: Backup SDP
What is in the backup? Is it a full backup that will restore archives, attachments, and logs? I Just find my backup small 56mb since I have been running SDP from 2008/2009.
Tracking Task History
We use tasks attached to a request to handle new hires and employee terminations. The feature works well except that there is no auditing of the who performed each task. Anyone can select any technician and mark a task as closed. Further, there is no history to show who did what. Is it possible to have the system log changes made to tasks in the history tab? The reason we need is that we need to prove to auditors that we followed the termination process correctly. With this system, we can't prove
Change the "#" character in subjet notification
Is possible change the "#" character in subjet notification by other character or insert other letter after "#" like "##P$RequestId##" for example. best regards, JA
Import ticket conversations
While evaluating SDP we are testing migration to SDP from our current ticketing system. While core request data can be imported, we do not see a way to also import the bidirectional conversations from our current system into SDP as part of a request. Is there a request import option we are missing to be able to import request conversations?
Technician can not edit request detail by click "Edit"
Hi support, I want to ask to you, why technician can not update request detail if the request has been assigned to him/his by click "Edit" ? It is still "Processing" on it. But, if technician update request details by click field directly, it will be update. Can you tell me why it's still "Processing" ? and I hope you can fix it. Thank you Regards, Sabbichis
Software Enhancement - Upgrade/Downgrade License Management
Dear All, We are planned to introduce ' Upgrade & Downgrade License Management ' in our product and we attached some sample pages for upgrade and downgrade license management in this presentation. So please go through this presentation and send your valuable feedback/suggestions.
change character in the notifications
Hi, Is possible change the "#" (##$RequestId##) character in the notifications subject to another string or character, like ##P$RequestId## or §§$RequestId§§ for example. best regards
New Service Catalog with new counter number.
Hi, I want to design a new service catalog for my use. I create a New Catalog named "System Activity Form" and under it i created a "System Form" I created all fields and boxes i required with all approval cycles. I need to know that if i create this or use create a System Form can it possible all these form have other counter number as i create Request. Request has currently 200 on wards now. but i want if create this form can it possible new counter start for managing this only. Regards MAJ
task assignement in service categary
hello i would like to know when does the task gets assigned in service category, is it after creation or after it gets approved
Software Enhancement - Suite License Management
Dear All, We are planned to introduce ' Suite License Management ' in our product and we attached some sample pages for suite license management in this presentation. So please go through this presentation and send your valuable feedback/suggestions. --Murugesan K
Where is Database?
Where exactly the database (all username, tickets, etc) sits in the ServiceDesk? Installed the latest version on a new server. We need to move the database from an old server to new one.
Change Management
Is there a detailed guide on how this process works? I added a change, sent it to CAB for recommendation, which was Approved, however the change still shows as unapproved?
evaluation report for technician
hello any suggestions for reports and measures to evaluate all the technician in SDP
open request default technician
HI, My system have 3 technician (A, B, C). May I set the default technician by login user when technician open new request ? ex: if technician "A" login and he open a new request, the technician item of request form will be choice by "A". Thanks. Finley
Scan Issue
Hi, Trying to scan ESX Servers, most working fine. 2 of them say this: FAILURE :One of the workstation attribute which is mandatory is set as NULL. Hence this workstation cannot be added.
Windows XP License Key Not Being Scanned
Good day, I am trying to use the ServiceDesk+ asset system to do some Microsoft license management. I've imported my list of keys and set up my licensing, however it appears that my a number of my systems failed to import the license key of their installed OS. The systems scanned successfully, but the Windows XP (SP3) license key has not been imported. Any suggestions on how I can get those into SD+ without doing it manually? There's over 200 systems and entering each one individually would
Bulk Import Items
Hi - a few months ago I bulk imported a new group of Categories and Sub Categories via CSV. Only some of the Sub-Categories had items associated to them. Because of this I couldn't leave the "Mandatory Field" option on. However the team are having trouble remembering to use the items field and it's quite important for training so I need to add Items for every sub category. Something simple such as "fault". Is there a method for only importing items against all the sub categories without losing the
Remove duplicate requestors
Hello, In our on-premise SDP we have noticed duplicates of our requestors. I thought of deleting the duplicate entries but was not sure what would occur with existing open tickets sent by requestors. Is there a tool or a way within SDP to merge duplicate requestors rather than delete them? Thank you
Bulk Import Items
Hi - I have a well defined structure for Categories and Sub Categories following a mass import using a CSV. At the time a number of items were added for some categories only. (Some categories are currently empty) the result is that I had to turn the mandatory field setting off for items. However some of the categories have items and must be chosen. Whats the best way to import a "default" item against everything in my Sub Categories. Is this possible? Thanks in advance.
Sharepoint Integration
Hi Can anyone tell me if ServiceDesk Plus can run within Microsoft Sharepoint?
Disable Jump to options
Dears How to disable "Jump to" (Top Right Corner) to requester ? Suppose if we create requester, system show top corner . How to disable it thanks in advance regard shakthi
how to show dashboard ?
Hi support, How to show tab dashboard when we are not as Admin/SIte admin, for example I am a technician, and I can see tab dashboard for control/forecast request ? Can you tell me how to do it? Thank you.
Tracking the Asset Lifecycle
The subject of the management of the asset lifecycle seems to be cropping up recently. In ManageEngine ServiceDesk Plus the Asset State field is used to manage this process. First off, when an asset is manually added, or scanned interactively, by ManageEngine ServiceDesk Plus the Asset State field defaults to 'In Store'. If you haven't assigned your workstations and assets you'll see this status in the summary list: Assigning an asset is a very straightforward process and can be done in a number
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