Office 365 Licenses
How are users managing their Office 365 licenses in ServiceDesk Plus?
Installing new version and register it using old license
Rather than updating old version i want to install new version of service desk plus and register it using old license i am using on old version. is it possible ?
WorkLog
Hi! How can I uncheck Include non operational hours. Since it is constantly required to uncheck this option. Make this option empty by default
I'd like Due By Date to reflect what the user enters, but only if it is 5 days or greater.
Hi folks, I'd like to know how you effectively handle Due-By Dates. We use our SLAs to both provide an agreement to the requester so that the user can plan accordingly. Additionally, the SLA also acts as a "buffer" between the requester and the technician
LDAP duplicate sync after server update to the latest version
Hi friendly ServiceDesk community. We run our ServiceDesk Plus on Cent OS6. We do user sync via LDAP. We recently encountered a known bug with the older version and I had to update the server to the latest version 11.2 Build 11203. After the update all
[SDF-23832, SDF-27213] Filter requests with AND *and* OR?
Is there any way to filter requests where the filter requires both AND and OR operations? For example, I want to create this filter: ( technician:me OR group:my_group ) AND status:open I don't currently see a way to do this, nor do I see a way to rewrite
Service Form return an error if the data in a field is not correct?
Hello, I have a field where the employee department appears in a form. This is done in an additional field named udf_sline_1813 . This is populated directly from Active Directory. However, it occurs sometimes that the department may have been wrongly
How do we reach support when both Zia and your phones are not responding?
We have a production issue and we can't reach your support line. Chat via Zia ends with it dropping the ball when "transferring to a human." Calling your support line results in a busy response regardless of the menuy options we are selecting (either
Moving ServiceDesk Plus from Windows Server 2012 to Server 2019- Restore fails, Fresh install Service won't start- multiple issues
I'm not sure if others have experienced this but I've been trying to move our ServiceDesk Server from Server 2012 to Server 2019 and after trying every possible method to tackle this- starting from the absolute half baked instructions on moving it which
eMail non requesters on request creation
Looking for some help. I have a specific service request form for employee offboarding that I'd like to notify HR and Accounting when these requests are submitted. HR/Accounting are not technicians and the emails are group emails so they are not requesters.
Recommended Template Button
Hi Can anyone tell me where you can edit the email template that the below 'Recommended Template' button triggers? Also why would this button only appear on certain requests not all? Many thanks, Lisa Microsoft SQL Server Current Build = 11140
Adding Carriage Return to Description Field inside of a script
Hi, I am trying to write custom descriptions as part of a script and I wanted to know how to insert a carriage return so I can format the Description. Here is a sample of the base Description, I would like to expand on it and add additional text complete
The users site number is not always determined
The user is tied to the site. In the condition for the linked site number, the action should be performed (I turn on the alert with the display of the site number). However, the site number is not always determined (I see it in the alert). Version 11.1
[SOLVED] Send e-mail to change conversation SD-77818, SDF-77584
Hi all, I want to add an e-mail as conversation to a change in the same way as it works for requests. The e-mails I send unfortunately never arrive in SD Plus. What I do is: send an e-mail to our SD Plus mailbox with the change number in the subject ##CH-xx##, where xx is the change number. If I look at the Conversations tab at the change, it seems that this is the way to do it. What am I doing wrong? Regards, Olivier
Multiple Tabs Open
Hi What is the official ServiceDesk answer. Is it recommended to have more than one browser tab open with service desk? Or should users try to keep one tab open only? Thanks.
Issues with screen layouts in latest version
With latest update to SDP the Asset screen column order has changed , specifically Service Tag column has moved over to the right. It was better how it was previously when it was next to the asset info columns. Having it beyond all the State/User/Department
Run.bat returns an error
When trying to initiate run.bat and prompted for User Type (Evaluation User) and click Finish, I receive this message: Invalid License File The Details button show this: ERROR CODE : 517 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310
JavaScript to Stop form submission if a field is less than 4 characters
I have a field that asks for the name of the person the request is for and I want them to actually enter a name, so I would like that field to stop form submission if the number of characters in that field is less than 4 characters. Throw up an error
Trouble using .getDate() .getMonth() in On Form Submit Script
I am creating scripts to customize the description for our ticket upon Form Submission, and while I am having a lot of success in some regards, I cannot get the script to run if I include .getDate()/.getMonth()/.getYear() for my date fields. I am trying
Default 'name' of logged in user
Can we default the name of the logged in user to populate in the requester or 'name' field on the helpdesk and change modules? Please see attachment. Thank you!
SCCM SD+ Intergration
Hello, Please could you share what the prerequisites are for this? We have tried to link the two systems, but we are getting this error:
Group notifications
Hi friends. It is possible to create a notification to a group when a request is assigned to them. Let it reach the email. regards
Unable to add custom asset by barcode scanning
We are trying to make something like consumables management (yes, we know that this feature is in roadmap, but we need it NOW). Added custom product type: Cartridges (type -- Component) Trying to add Cartridge via /BarcodeScanAction.do?method=vendorBarcode
Service Desk API Callback URL is not working
Hello. I'm using REST API v3 for adding new a request and It's working perfectly. But when I try to set a callback URL which is triggered once the ticket has been resolved/closed and setting the callback_url to https://[node-server]/manage-engine no breakpoint
Read Only Access
Is there a way to create a technician that can only view tickets? I've tried adding a role with only the view requests box checked but the tech can still reply, add notes etc. I've also tried creating a requester with Allowed to view > All Requests selected but the requester cannot see any tickets at all. Thanks
View filters for technician to see requests they opened
When a technician logs into Service Desk, is there an easy way for them to view tickets that are not assigned to them as a technician, but where they are the requester? Technicians are ALSO users on occasion. In the User Self Service portal "My Open
Delete a Custom Field within the a Request Template
Large list on the left hand side when editing a Template, and unable to edit, delete, or change the name of items in the 'Custom Field'. Is this possible or can this be changed?
Merging two ServiceDesk servers
My company recently acquired another company that also uses Service Desk. I need to combine the two Service Desk installations into my existing Service Desk server. My existing server will not be changing. The newly acquired server will go away. Any tickets or custom settings from the new server should ideally be added in to my tickets and customizations. (PS - Both companies also have DesktopCentral, and I will need to combine those installations as well. If you are able to provide instructions
Issue inserting variable into script
Hoping someone can help with a question. I have a field named "employee name" and the UDF string is "ServiceReq_User_UDF_CHAR1" I want to pull that data in a script and assign it to a variable named "ename" so I can append it to the Subject line of a
AssetExplorer: not able to add SSH private key into Credentials Library
Hi, I am unable to add private SSH key to be used for SSH network credentialed agentless scan. There is no "browse" button to add/import or locate private SSH file Please provide steps or link to documantation on how to implement SSH username with private
Change linux scan scripts
Is there a way to edit the linux asset scan scripts? I basically want it to not try to su - and run other sudo commands.
add note data to update email
Hey how do i add the latest note into the update email. I would think that this would be the default behaviour, but the stock template just says "go see the web link" which is stupid. Would prefer to have the newest update directly emailed to the user.
User Survey only with default request?
HelloWe want to make use of the User Survey function. However, it seems to me that surveys are only sent when we close Incidents with the Default Request Template. With other templates it does not send one to our users. Is this the case or am I doing
Group email problem
SD Plus version 11201. We have set upp two alias adresses and configured the supportgroups. But when a mail is sent to one of this alias adresses the mailaccount adress is set in the "To" field not the alias adress witch i needed to assign it to the
Disabling Archiving
A quick service announcement: archiving is irrevocable, users be sure that archiving is not left enabled accidentally (default may be "enabled", I found mine set to archive items 2 years or older) On to the question: If I disable archiving is there any potential hazard for doing so? Are there any arbitrary limitations imposed by, or otherwise experienced within the operation of, ServiceDesk? What sort of problems should I be aware of when disabling this feature?
Mail conversations in Change and Problem management modules
Hi folks Wouldn't it be fine to have mail conversations concerning a problem/change in the problem/change by adding a 'conversation' tab? I would find it very useful having the same possibility to document a conversation as we have in the incident management module. What do think? Thanks in advance Best regards, Marc
Request closed or resolved
Can we get request status to resolved from an email conversation added. The scenario is we receive task complete email from vendors and the same is added in request ,the email description is fixed can we change the ticket status to resolved once we receive
Notifications
is it possible to prevent email notifications from being sent for tickets that are created manually in service desk?
editing built in views
Hey how do you edit built in views? for instance, "all my requests" shows closed requests. So i want to not see closed requests obviously! Sure i can make another view, but if i change the default, then all users in the company get the correct view.
Notification On Final Approval
Some of our forms have two or three stages of Approvers. I'd like to set up a custom trigger to send out a department email when a request is Approved, but ONLY when it's the final approval. Testing it has shown me it will send out an approval on every
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