New fields in Requester Details in new Incident Template
Hi, I use Service Desk both for internal and external use for my customers. My problem is that I can't add or delete any fields in Requester Details in new or default Incident Template... Could you please advise? Thank you. Best regards, Kuba
External Action Plugin
hello what are the procedure for this feature as a beginner
Purchase Order Prefix
Have customized alpha-numeric PO prefixes been implemented yet? I saw that it was a feature request in SDF-21954, but have no way of knowing if this feature request was completed.
Define in Business Rule Incident Template to be used
Hi there, Is it possible to set up a Business Rule which can specify which Incident Template should be used against certain criteria? Thanks, Angela
assets with agent installed
I've started to deploy the agent to computers because of some issues i'm having with agentless scanning. the problem I'm having is that if an asset (windows computer) with agent installed gets deleted it doesn't come back automatically. If a do a manual AD scan it still doesn't come back. Any way to fix that? Thanks
Zabbix monitoring system - parse email
We're using SDP 8214 ver + zabbix monitoring server By now, we're trying to connect zabbix and SDP together, and run into a problem: We've understand the posibilities of email parcing, but can't understand how-to auto-close requests if zabbix messages that everything is fine. Ex: ping server rule if echo didn't received in a 1 minute scan, email message to SDP SDP opens request after some minutes, server is UP and zabbix message to SDP that it's UP but it won't close a request, because zabbix didn't
AD Requestor Field imports
How can one import the manager field from AD when doing an import for requestors. Already created UDF but does not seem to popuate after import.
Different SLA\features between Tech groups.
We've implementing SDP in our company, and by now we've connected requesters and IT support stuff, next to them - internet provider support. The next step is to connect to SDP departments of our company, such as: - engineering department - technical team - security department As they will be working with SDP that using IT support, we've need such features, like as: - Category visible upon group rights - SLA for different groups of technicians (tech departments) - Reports based on group rights Can
Performance issues with all our Servidesk plus environments
We are having intermettinent issues with performance on Servicedesk plus that started Friday, I took a look at the log file and im not sure what can be causing the issue. We tries restarting services and even the server itself.
What happens to tickets when requester is deleted?
Hello, If I delete a requester, what happens to tickets that requester has raised? Will SDP still keep a record of all raised tickets and conversations with the requester? Thanks.
how to renew our SSL certificate?
as the subject says. we have 3 certificates from GoDaddy, one bundled, one intermediate, and the other one is the SSL cert. certificate is of SHA-2 type. How to renew the existing one? I followed this link on step #3 but complaining that I already have the alias. so I run this command: keytool -delete -alias root -keystore sdp.keystore ~I've ran the command for each of the alias created after that, I re-add the alias pointing to the new certificate files (pointing to the bundled cert, then the actual
What is scanned ona Windows domain scan, and can it be configured?
I have scanning set up daily and sometimes I get something like 5-6000 hardware changes reported for a 7 day period, for perhaps 60 machines that do not get a lot of hardware changed on them. How can I filter out or configure to ignore some or all changes that SDP says it sees in each scan?
ServiceDeskPlus: OpManager & ServiceDesk integration with condition?
Hi, I have a new site using all ManageEngine solution with OpManager, AppManager, ServiceDesk & Desktop Central... Currently found there is integration for OpManager alert to ServiceDesk for ticket creation, but found something is not right, as ServiceDesk will pick up whatever email and create as ticket, which created some false tickets... How to configure ServiceDesk to create ticket based on certain condition? Eg. create for valid registered devices only and etc... I need some expert advise on
Icon in the Service Catalog
How can I change an icon that already in the Service Catalog?
How to: talk with requester via email through servicedesk
I've got a service provider - internet. They have an account in my SD, but they don't what to talk with requester in SD. It'll be good to answer there're questions over email. But if they answer an email that comes from SD, there's mail goes to SD and LOCKS (email added to conversation with LOCK) and no notification is send to a requester. How to have an option to answer on request over email?
Send reminder 15 minutes before the scheduled start time of a change
Hi, I was wondering if it was possible to configure ServiceDesk to automatically send a reminder email to technicians 15 minutes prior to the start date/time on a change. I know this can manually be done on each change, but I am wondering if there is a way to make this the standard behavior? Thanks, Jamie
Import user from Active directory
Hi, it's possible import user from 3 different active directory in Service desk? Tks Matteo
hot to assign skillful hours per technician
The helpdesk has the Capability to assign skillful hours per technician? How can i do that? Thanks.
Color Palette Not Working
What am I doing wrong. I have set the color palette for various "Status" yet it does not show up under the requests tab. The status is all the same regardless of status category/type. Why have color palette if it's not going to give you that color view at a glance capability. Help - would like to have on-hold show as different color as open. Thanks so much Jackie
SDP 9.0 installation
hello i installed the version but it wont start , it's stuck on "application layer started" what can be the problem? i'm using the PostgreSQL
Confused - Recommend vs Approve Change
Hi, I'm slightly confused by how the Change approval process works in ServiceDesk. Example, I add a CAB member and 'send for recommendation'. At which point this technician approves the change and I get an email saying 'Approved by .....' Then when I look at the change it shows the CAB member recommended the change but it hasn't been officially 'approved'. Instead it would appear this CAB member has to log into ServiceDesk and manually approve the change twice. Can anyone clarify how the Change
how to change the text displayed on the Approval link
Hi, We need to change the text displayed on the email (instead of the full URL) for approve requests...Is this possible? Thanks.
Backup settings
Hi, I want to backup my settings to transfer them to another server. Is this supported, or can I backup data only? cheers, Hans
Upgrade from 8.0.0 build 8017
Hello, We're running ServiceDesk Plus 8.0.0 Build 8017 and wish to upgrade to 8.2 Build 8214 (the latest at the time of writing). Could someone advise on the upgrade path needed? I understand it has to be incremental but am unsure of the correct procedure. Thanks.
API for requests
Can you make an option, when request is created, SD by itself is going to ip:port (server #1) and transfer request details. Can it be solved?
Change Management Workflow Approval
Dear Dev Guys, I would like to know wich version of SDPlus has the change management workflow approval? I woudl like to buy, but first i need to know if it handles it. A change need be approved only when all of the cab members approve the change. Thank you Danilo
Can we add the other requester information into the "Requester Detail" section in request form?
Dear Support, I've got the question from my customer while customizing the incident/request template about they need more requester information which defined in SDP such as "Employee ID" or other additional fields such as the unit that requester affiliated with i.e. "Division","Section" or even the "Nickname" Can I add these data in the "Requester Detail" section of the incident / request template? and How to do so? Best Regards, Narin Chaipredanan
Installation Notes for MSSQL 2008 for Servicedesk plus
Hi there, does anyone have any (in depth) notes regarding the installation of MS SQL 2008 for use with SD+? I have tried this a few times on a VM, but when I come to run changeDBserver, it doesn't accept the password. I have used the local administrator account for every SQL instance. I'm not too hot on SQL... and previously when I have installed it on my personal machine to test it's worked without having to install SQL. Are the newer versions different? Any help would be great Cheers
include request variables in task notification template
Can I include request variables in the task notifications? For example, I can get an email notifying me about a task that has been assigned to me, but the email doesn't tell me what reqeust #, subject, and requester the task is associated with. Is there a way to do this?
cannot create a request for this user
Hi, Getting an error on a couple of requestor's when entering a call for them: Error: You cannot create a request fo this user. The user belongs to a site for which you do not have access to. Have check everything and have access to site. However when i look at technician screen and sites associate with them i can't see the other site's only the not associated to any site. Any idea's on what to do. Thanks Keith
Setup Domain Scan to only Scan Specific OU's
Is there a way to setup domain scan to scan specific OU's and not the whole domain?
GET FULL DETAILS OF A REQUEST VIA API
Hello, A. Today, when a API call is made for 'GetRequest', the response does not contain information about the 'Resolution' part of the request/WorkOrder. When will it be implemented? B. Also it is not possible to get any information/link about a possible attachment to a file for that request/WorkOrderID. When will it be implemented too also? Thanks for an answer
Updating service packs in ServiceDesk Plus.
I'm a new team lead of a project that has been using ServiceDesk Plus for approximately 6 years. I'm familiar with the software from a tier one Servicedesk Technician perspective but only recently been made an admin and the previous admin was not available to coach me through some of this. I've noticed that we are currently on Version: 8.0.0 Build 8013 and that there have been six service packs released since then. My question is this: How imperative is it that ServiceDesk Plus be updated? Our
Turning off technician auto assign
We are a bit behind in our updates (we are on build 8023) so updating might resolve this. However, an instance of SD that originally was running the Technician Auto Assign feature is being repurposed. I turned off the auto assign. But it looks like, when I manually enter a ticket (as opposed to generating a ticket from an email), after my business rules execute (which place the ticket in a particular group, and technician), something is coming in and overwriting the technician. After extensive
Imformation to Users regarding text colour in the latest version of SDP - 8200 Build
Dear Users, This post is regarding the User Interface [UI] changes that has been done in the new version of the product SDP 8200. In this new version the UI for the link present across the product has been changed to blue color font, in the previous versions of the product these link will be in black color font. This is a global change across the product. Henceforth this UI change will be implemented across all the modules. This is done as step towards standardizing the new UI across all the modules.
Help Desk URL
Hi, Can we change HelpDesk URL from http://servicedesk:8080 to http://mydesk. if it is possible please guide. Regards Tahir
Alphabetize Technicians in Changes
Hey Guys, Can you validate this please? In the Changes module, the Technicians List is de-alphabetized when you choose a specific site.
Business Rule Rules
Hello, I am trying to create business rules to automate tasks such as assigning incoming requests to technician(s) in a multi-site environment. But I cannot understand how to create the rules in the system. The help guide isn’t helping as it generally describes the interface and not the logic. Can anyone help or guide us on created business rules to automate IT help desk tasks? For example, I want to create a simple rule when an email is sent to siteAsupport@company.com, technician A at site
Signature for a technician
Many of my technicians is writing messages with requesters. It would be good, if everyone technician has it's own signature in letters. Can you do it?
Servlet API failed message
Whenever I am sending a POST statement to the server, I am getting a status failed response. However, the information is added to the database. Here is the xml data I am sending: <Operation> <Details> <Name>TestName</Name> <Site>Wellington</Site> <Subject>TestSubject</Subject> <Priority>1</Priority> </Details> </Operation> When I am trying to recieve data about a request as well (for viewing a request), I am getting the same error, and as such, I cannot see the request data. May I please
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