[SD-92864] ISREAD flag from false to true not show in History tab
Hi, When I assign request to other technician, SDP show me a flag as ISREAD that changed to FALSE. But when the other technician open the request, it doesn't show me change of flag in History tab. I think it's a bug. Please resolve it. What should I do?
Microsoft outlook Plugin
I need the download link for the Microsoft Outlook add-in. I need the Service Desk Microsoft outlook ad-in for our Microsoft outlook 2016. We do no have Office 365 so we cannot take advantage of the online version. I am looking for a method to manually
Cacerts file is getting replaced in latest builds
There is no reference or warning in release notes about cacerts being replaced. Due to this we faced problems with customer deployments where we have self signed certificates generated with gencert for Email, LDAPS communication etc. Please guys give
How to filter requests based on modification date using REST API
Hello, I want to filter requests based on modification date using REST API. For example ,I want filer request which modified after specific time. How can i do this operation using REST API? Thanks
change management and editing the form data
My client is working with change management. We've added a custom field "Session ID" to the template for the change. Their business process is that the Session ID field isn't filled out until the change is nearly completed. The problem is that even though
Cannot close requests for specific requestors
We have three contractors who are part of our team. When any of them open a request, we are unable to close it. When we enter the information on the Resolution tab and click Save, it simply clocks forever. We can close the request by selecting it in
Disallow requesters to reopen request by answering email
Hi, How can i disable the option requesters have that reopens a request when they apply to the email sent when closing a call? Thanks, David
Response to public and private requests
When you send a reply to a ticket, it is marked as public (green padlock) or private (red), could you tell me how these requests are created, are they random or do they depend on some kind of configuration? Thanks
Restrict Technician access by Site
Dears, I have created two Sites X& Y and assigned specific Technicians to provide support only to requests coming from a SITE X only via support groups. However, if the technician clicks on the dashboard, he can still view the requests of site Y. Further
a requester and an editor should edit ticket and notify approvers only once
Good day, we want to communicate an employee entry via the ServiceDesk. The requester and the editor should be able to check off a checklist, in the form of resource information, with the onboarding tasks. However, all department heads in the company
Actions options
Hi, after upgrade, SDP to the latest builds 11138 the option under action not available ( change request from service to incident or incident to service) where can find this option please.
[SDF-66541] Add requests shared with me to my custom view. Is it possible?
I have a custom view showing all my open and on hold tickets assigned to me. Is there a way to also add any open and on hold tickets shared with me to this custom list? I know there is a default view that has "Requests Shared with Me", but I would like
[SOLVED] SDP Catalog
Hello to all, is it possible to unified Service Catalog (incidents and service requests) at portal? We would like to show all catalog at same page. https://servicedesktest.com/Templates.do?module=incident https://servicedesktest.com/Templates.do?module=serviceRequest Thanks in advance
[SDF-92722] Asset Import Log
Where can I look to find .csv import history for assets? I'm trying to troubleshoot an issue of imports not going in and I need to find out if it's user error or system error first. But right now I can't find a way to see when a .csv import has been performed
Actual Time Spent in report or zoho report
In servicedesk plus. I would like to know if there is a way to make a report with the actual time spent on the requests. Could this field be used in zoho report?
Floating Toolbar: System Log
Small feature request to include a floating toolbar or the ability to move between pages at the bottom of the page:
How to prevent change request status to resolve when the task is open.
Hi, I added 5 tasks under on Request. How to force technician to complete their tasks and after that can change request status to resolved? in my situation, technician bypass the workflow and without update the tasks, change the request status to resolve.
Ticket differentiating
there will be a situation where the ticket will be owned by one function and they will be requesting other function for some log/trace or other task to carry further analysis/troubleshooting for that incident For the above scenario is there any possibility
How to change HH Format in Calendar
How can I change the (hh) format shown in a calendar field? For example instead of 16 being an option, I would like for it to be 4 PM. (this is more understandable for our users)
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)? Its possible?
Security Warning: Default credentials not reset
Hi, I am getting this message every time, even when the administrator and guest passwords have been changed and also the Backup Scheduling encryption password. Please advise.
Comment in request
Hi, For requests that process between multiple support group, we need to comment section and @mention to add technicians conversation and comments. Can you add this feature to SDP? SDP v11.1.35 DB MS SQL Thanks for helping
Notify support group head when other technician add worklog on request
Hi, Each support group (like Network) has one person as head of group. Head of group (ex: Network) want to notify when another technician add work log or task on same request assign to same group (ex: Network). What should I do? Do you have any solutions?
Expiration date on Announcements
What does everyone do with the expiration date on an Announcement? I assumed it would stop showing on the requester portal on that date, but that doesn't seem to be the case.
Access to request that created by technician once the request is not within his/her scope
Hi, In my scenario, John is member of Network support group. He allow to view or action on requests that related to his group. Now he want to create request on be half of his boss because his boss is busy. Do you have any solution to view and track requests
ServiceDesk Plus ESM
Hi We're testing ESM in our UAT environment but when I log in as a user, I go straight to the IT instance rather than the portal front page which currently displays IT & HR instances. Both these instances are licenced & active. How do I direct users to
Turnover Ticket
Has anyone used SDP ticketing system for IT turnover/handover to the next shift. List out the various tasks by day/by each ending shift. Just looking for ideas.
Threaded conversation tool
My developers have been using a threaded conversation app for internal conversations, questions, sharing notes/processes. Security (of course) is frowning on the use of a publicly available site for these proprietary conversations. The instance itself
Disable On Hold Task Notifications
Is there a easy way to disable past due notifications for tasks that are placed ON HOLD? For example: A task that was originally scheduled from January 1st - 10th is placed ON HOLD by a PM within that timeframe. The PM then gets a notification on the
"category" and "service category"
Hi,everyone. What is difference between "category" and "service category"? Can you write examples about using scenario of them?
Bypassing SLA when using technician scheduler?
Hello, I am using the technician scheduler for PTO days and assigning a backup technician for that day. I noticed that a week prior to that techs scheduled PTO, they were not receiving ticket assignments that had an SLA due on that PTO day. Is there
Account Lockout notifications - assign ticket requester to locked out user?
We have a system that sends notifications to ServiceDesk when a user is locked out of Active Directory, but it is always from the generic service User (accountlockouts@domain.com for example). The contents of the ticket include the username of the locked
add "more field" button
Hi, Is it possible to add "more filed" button? Scenario: I would like to Add two security fields: "Access to" and "Port Number" under every Servers in Asset. for Example: Access to: 192.168.1.1 / Port Number: 443 Access to: 192.168.2.1 / Port Number:
Inform requester about stage of Purchase Order
Hi, is there any way to automatically update an assigned service request about the stage of the purchase order? Especially to inform the requester about the executed order. Thanks in advance and best regards.
Locked out without admin local user
Hello I have changed the setting from LDAP Auth from SSO Auth, but now i am locked out from the system. I have the version 11.1.0 of Service Desk Plus and i have MYSQL database. I don't have any local administrator user and I think the only solution
how to run ServiceDesk Plus as a Linux Service in ubuntu server 14.04
please help as cannot start the service desk as linux service. already follow below instruction, but failed. Follow the steps given below to run ServiceDesk Plus as a start up service. Step1: Download the servicedesk.txt file click here Step2: Copy the servicedesk.txt file to /etc/init.d/ # cp servicedesk.txt /etc/init.d/servicedesk Step 3: Edit the servicedesk file to modify the MDIR Variable. MDIR refers to /bin. Typically, if you have installed ServiceDesk Plus as a guest user, then MDIR
Can ServiceDesk scan and identify Cisco IP phones as assets?
We have about 30 phones at the present, and would like to have the ability to have them seen as an asset, ideally without having to go to each phone and pull mac address, IP, etc. Is this possible? J
"User does not have sufficient privilege" - opening attachments
Hi there, We have had a workflow process in place for the past 12 months were users are asked to approve a payment based off an invoice, over the last couple of days, users have been reporting an issue when trying to open an invoice attached within an
Lower Level Technician
Good Evening All! I have a new employee starting in a few weeks, I had one till recently and I have learned I want/need to make some changes to HelpDesk to better handle monitoring the new employee. I set up a pretty rudimentary resolution, "Resolved
Assets in Microsoft Azure
Hi, How can I automatically discover assets that I have in Microsoft Azure such as users, databases, virtual machines, etc. in the service desk plus on premise? Thanks.
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