Hide subject in web form ticket submission and add custom fields to generate subject line
Background: We generally have a lot of install requests on a day to day basis. I am streamlining this process as much as possible. Problem I am currently having is the inconsistent naming we are getting from our ticket submissions from these installs
[SD-99567] SDP 12000 - Product Tour images
So I've just installed SDP 12000 into test today and I wanted to check out the Product Tour feature. What immediately stood out to me is that if I insert an image into a step, then when I preview the product tour that image invariably looks bad. At first
Change "Default Request" name and description!
Why we cannot Change "Default Request" name and description yet on last SDP version!?
Possible to prioritize ticket by answers to dropdown boxes?
Let me see if I can lay out what I'm thinking, and hopefully, someone can help me figure out how to do this. When a user goes to enter a ticket, I'd like them to have two dropdown boxes, one labeled "Impact" and the other is "Ugency". I'd then like the
Can we bypass approvals for some requestor
Good Day, Can we bypass approvals for some departments or users/managers.
System-API as a technician account - is this needed?
Hi, we're running close to our license limit for how many technician accounts that we can utilise. We have one with the name 'System-API'. Is this necessary to keep as a technician account? We are running API calls with some scripts, but surely it doesn't
Variable ${subject} no longer aware of incoming email subject since upgrade to 14.1 Build 14103
Hello, We're adding this to the pile of new issues and behavioral problems, that were introduced since we upgraded all the way from ServiceDesk Plus 11 to 14.1 Build 14103. For notification templates in version 11, the ${subject} variable retained the
Zia Approval prediction - Email responses
Hello, I've noticed that when using Zia for approval prediction, a copy of the approvers email response is not appended to the call. When we accept or reject the approval prediction there is then no record other than the history tab of that approvers
Query editor environment
Idea: Can servicedeskplus the query coding environment look like this picture? With format, format and color? This is very useful for making reports
Windows File Browser Dialog in a TextBox
Hi, I have a TextBox in a Request Template where the users need to type the network folder path that they want to access (only the path) for I can attrib access permissions to his. Is possible to set this field with System.Windows.Forms.FolderBrowserDialog
Populate Instance name underneath ESM Logo on ESM Portal
Hi All, We are on SDP 14.1 Build 14103 and keen to know if ESM Instance name can be put forth underneath ESM Logo in the ESM Portal. Enclosing screenshot from our existing ESM wherein Portal name is onto the right of ESM Logo. Regards,
query
Is there a way to make a query that lists the requests that an asset has had? previously it was possible with a table called "WorkOrderToCI" but now that table does not exist.
CC user on ticket creation
Is it still not possible to automatically cc a user on all incoming tickets?
Export all solutions from ServiceDesk Plus.
Hi, We are running ServiceDesk Plus 14.1 Build 14104 and our database is MSSQL on-premise. For resilience we would like to have a backup of all our solutions either available as a PDF that we can print or via softcopy that could be accessed in the event
email notificatione when Ticket swaps Groups
Hello again, we want to send an automatic email, whenever we swap a Ticket to another Group. Ic can only find an option to do this when the ticket is created in taht Group, but not when we dipatch it to that Group.... Do i miss something or is there no
Email Address Selection / Auto Complete
It there a way of turning the auto complete email/requester option off on the ServiceDesk as we are having several issues with it. If not can this be added as a feature request. It appears this was also raised about 5 years ago here http://forums.manageengine.com/topic/email-address-selection with no response from the ServiceDesk team. The main issues we have are The drop down selection contains AD users and customers so the list excessively large. There is a very high risk of a technician accidentally
Changes
Hi, Currently we are experiencing an issue within the Changes category. When someone is added as an approver and clicks on Approve from the top right menu, the approver is still shown as "Pending Approval" within the Level 1 : Level Created By Workflow
failed CIs import with Date value in CSV format
When we import a file that has date values, it fails. We also change the format of Date, But the problem remains (file attaceted) Do you have a csv sample file?
How to - Stop generating request for same tickets.
Am new to manage engine and i would like to know how to stop generating tickets for each email conversation that i already created as ticket.
Pickup and View Details Buttons in New Requests Emails
We are wondering if there is a way to get back the "Pick up" and "View Details" buttons that were including in the "new request" email that the technicians would receive. I have not found a way to add them back after upgrading SDP.
Azure AD Guest User
We're working on creating a Service Request form in SDP on-prem to make a request for Azure AD Guest users, is there a way to improve our automation so SDP can send the request to ADManager to create an Azure AD Guest user?
Unable to Login After Upgrade
Hi, None of our technicians can login after upgrading from 11105 to 14104 (followed the correct migration sequence). It says the username or password is incorrect, which is not true. Any help would be appreciated.
Variables in Reply Templates
Hi, I am customizing a response template for our environment and was lookin for an option to add the following: RequestID CreatedDate CreatedBy Are there any variables that can be used in the reply template that could populate the variables above? Or
Technician Associated Assets
How Technician just can view associated assets on Home page like requester? Now, all Technician can view all assets.
[SOLVED] Requesters no longer able to view custom request templates
Hello, I have an issue where I have custom incident templates which used to be accessible to requesters, however they can now only view the default template. Technicians can still see all the custom templates. I don't think I have changed any of the settings, so I am unsure why they can no longer see the custom templates. Technician view: Requester view: Does anyone have an idea? Thanks in advance
SDP using Azure SQL Managed Instance?
Has anybody tried using ServiceDesk Plus on-prem with a MSSQL DB in Azure? We need to replace our aging SQL servers and we've considering moving them into Azure SQL (with an ExpressRoute of course)
Shared Request Custom Email Notifications
Hello, We would like to know if it is possible to have Shared Technicians/Support Groups on a request receive email notifications containing any new appended replies to the conversation? I want to have the request's conversation thread viewable in the
Customise recipients in New Notification for Requests
Hi, Is it possible to add custom recipients instead of a set list for a reply template / notification as below: So instead of picking a specific person, we can use the fields such as "$userName" and "$userEmail"? Thanks! Mike
Software Asset
By mistake I assigned, to a software, the CI type. By assigning it the software is listed in the CMDB . I would like to remove it, removing the CI type from the Software, how can I do it ?
EmailSignature at a resolution ticket
Hi, Is there are a problem with the signature variable in the notification rule for "E-mail user when a request is resolved"? When a requester submits a ticket and has signature and the technician then resolves it, in the end of the mail shows the technician
How to integrate Service DeskPlus with ServiceNow
Hi, We're planning to integrate Service DeskPlus with ServiceNow. Request you to provide the process steps/API for the integration.
Can you make child tickets update the parent
When a linked (child) ticket is updated, can you make it so that the note is also added to the parent?
Set Image to Sites
Set Image to Sites, it's very useful for separating Sites
How to - migrate to another server, can you install the latest version
I have a question, If I have installed servicedesk plus version 11, it connects to a SQL database and I want to migrate to another server, can you install the latest version of service desk and then connect to a copy of the SQL database so you don't have
Build 14104 - When assigning a unassigned ticket that has no categories the assign box does not close
Build 14104 - When selecting "Assigned To" and assigning a unassigned ticket that has no categories the assign box does not close. This is from the main view of a ticket, if you hit the drop down for "Assigned To" and enter a techncian, then the categories
How Get User Additional fields value on script of Field and Form Rules?
How Get User Additional fields value on script of Field and Form Rules?
Bulk fields!
Hi, All, ServiceDeskPlus like any other ITSM software, has limitations in field definition.. What solution do you have for organizations that have a large number of forms where each form has dozens of fields?
task notifications
Hi, How can I set the task notification rules, because there is no option to set them in the notification rules. I made some tests and I noticed that when a task is created or closed, the assignee is notified. Is it possible to notify the technician and the change requester when a task is created or closed? I need these because there is no track of the tasks, in the history doesn't appear anything about tasks (when are created or closed). Thank you.
Auto Assign to Technician on Reply
Currently when a Request/Problem is submitted, an email is sent to all technicians. I would like the system to assign it to the Technician that replies to the email regardless of how they replay (e.g. Portal, email, etc).
API performance porblem
Is there some one that has some info about performance issue regadring REST API for SD Plus. 1. Is there a limit for numbers of updates during a time period for the same user? 2. Can the REST API handle multiple parallel updates from different users?
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